Triggers for AI Agents

[ayman_h]

Hi,

I am trying to build an autonomous AI Agent that scans new Incidents when they land in a specific queue and adds a work note with possible resolution steps from similar KB articles and incidents.

I would like to define a trigger to avoid the AI Agent running every time a new Incident is created and only run when an Incident is created for a specific queue. There is a mandatory 'Run as' field in the AI Agent trigger, how do I set this to 'Run as' a System user to avoid using the other values such as the Requester or an Assigned to (which can initially be blank)?

Its my early days with AI Agents so please let me know if I am not thinking this right

Regards,

Ayman

[anubhavkapoor76]

@Ales Hanzlicek - My instance is on YP3 and I too do not see that option in the trigger of an AI Agent. See screenshot below:

For using a specific user - you could also use script option and return the sys_id of the user you wish to leverage:

[Ales Hanzlicek]

@anubhavkapoor76 : Hello Anu, thank you for your response. The "Use a new custom script" was not available in our instance before. However, after the update of the Platform AI Agents and Skills plugin from 8.0.11 to 8.0.21, we can use the script option as you advised above, successfully tested, works as expected 🙂 Thank you very much for your help.

[bindumadhav]

How to return multiple users with the script?

[Xavier Gouy]

Beside the platform upgrade, you will need to update your Now Asists plugins too