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3 weeks ago
How do I create an AI Agent for Assignment Group prediction for Incident?
I have tried creating it using the Search Retreival Tool but nothing is working, there are no relevant information on this in the community or youtube, even the documentation is very limited, semantics are not being configured.
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3 weeks ago
Hello @PankajS84613171 ,
You can build this using Agentic AI (AI Agent Studio) :
- Configure the AI Agent in AI Agent Studio with a system prompt that take short_description + description + caller + category context as input, and reason through steps to determine the correct assignment_group.
- Add Tools for the agent to call e.g. "Get Active Assignment Groups" tool (Script tool querying sys_user_group filtered by type=assignment).
- Configure the agent's reasoning flow as : Analyze incident details > call tool to fetch similar past incidents > cross-reference against valid assignment_groups tool output > decide best match with a justification > if confident, call an action tool to update assignment_group on the incident → if not confident, call a action to route to a manual triage queue or assign to a group.
Also refer this :
Can we make AI Agent to auto populate assignment groups for Incident Management ?
Multi-Method Assignment Group Prediction with Now Assist
If my response helped mark as helpful and accept the solution.
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3 weeks ago
Hello @PankajS84613171 ,
You can refer following threads :
If this helps you then mark it as helpful and accept as solution.
Regards,
Aditya
