Activate and Configure the Agentic Workflows [redesigned AI Agent Studio]

[Victor Chen]

Activate and Configure the Agentic Workflows [redesigned AI Agent Studio]

Table of Contents

• Generate My Work Plan Agentic Workflow
• Triage and Categorize ITSM Incidents
• Investigate and recommend incident resolution
• Wrap Up and Resolve Incidents

Guide Link

sn.works/AIAgentE2EGuide

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Overview

ServiceNow's agentic workflows provide powerful automation capabilities that help users streamline their work processes through AI-powered assistance. Each workflow is designed to reduce manual effort while maintaining accuracy and consistency across ITSM operations.

This guide covers the activation process for four essential agentic workflows: Generate my work plan, Triage and categorize ITSM incidents, Investigate and recommend incident resolution, and Wrap up and resolve incidents. By following the structured activation steps outlined in this guide, administrators can successfully deploy these agentic workflows for their users. 

This guide is part 2 in a series of articles describing how to enable Agentic workflows in your instance. If you would like to navigate to the other articles, please follow the links below or at the bottom of this article. Steps and screenshots follow the redesigned AI Agent Studio. See here for the guide using the legacy AI Agent Studio.

Instance version: Australia Patch 7

Setting the Foundations: Plugins, Tools, and Roles for ITSM Agentic Evaluation and Troubleshooting Guide

Application Scopes

You might want to create your own Application Scope before beginning the steps in this article. We will be duplicating each Agentic workflow to make changes to it and, when working with custom records, it might be best to put them all in a custom scope. Each duplicated Agentic workflow will need a different name from the original, and we are duplicating them so we can make any edits necessary while still keeping the original intact for future upgrades.

Creating your own Application Scope is optional. Any edits to the original Agentic workflow must be done in the original workflow's scope.

Agentic Workflow

Generate my Work Plan

Link to Docs

Workflow Capabilities

This agentic workflow generates a structured work plan for logged-in users by analyzing and prioritizing their assigned tasks. The workflow evaluates tasks based on priority levels, service level agreements (SLAs), and sentiment analysis to create an optimized schedule. It automatically estimates the effort required for each task, calculates realistic completion dates, and provides a comprehensive summary of the work schedule with key details for better planning and time management.

Consumption

150

Assists

per execution

Prerequisites

Role: sn_uxc_gen_ai.platform_ai_work_planner

User Experience

Users will interact with this workflow through the Otto Panel, where they can request work plan generation and receive structured, prioritized task schedules based on their current workload and deadlines.

Activation Steps

0. You’ll need to add a role to a user to access this agentic workflow: sn_uxc_gen_ai.platform_ai_work_planner. 

1. Using the Filter Navigator, type in "AI Agent Studio" and select "Agentic Solutions".

2. Navigate to the Agentic Workflows tab and click on the "Generate my work plan" record.

 

3. While in the "Platform AI Agents and Skills" Application Scope (configurable on the lower-left corner), click on the "Generate my work plan" node.

 

4. Scroll down to the Channels section, and click the "Otto Panel" toggle to disable the workflow being accessed through the Otto Panel.

5. If you are using a custom scope, switch back to your custom scope. In the top right corner, click on the 3 dots menu and select "Copy".

6. Feel free to rename the new copy of the duplicated Agentic workflow, for this guide we will leave it with (copy) at the end. All Agentic workflows must have unique names.

7. We will largely keep the workflow the same, so let's scroll down to confirm all the information. Under "Channels", enable the display toggle next to "Otto panel". Then click "Save".

 

8. Click "Run Test", type a Test Scenario: "generate a work plan for me", and click Run single test to see a test run of the Agentic workflow.

  

The testing panel will open from the side. You can maximize or minimize the test panel, or re-run the test. If you would like to further test the workflow, impersonate a user that has the required role and has work assigned to them, and run the same prompt through the Otto Panel.

 

Troubleshooting

If you receive a "Possible duplications found" warning, ensure that the original Agentic workflow's Display toggle is off.

 

LET'S TRY OTHER AGENTIC FLOWS!

Below are three more agentic workflows we recommend you enable and explore. They follow the same steps described above, so feel free to scroll up if you need guidance. Each card includes test steps at the end, as well as the expected outcome when previewed as an admin in the test console or viewed by an end user.

Agentic Workflow

Triage and Categorize ITSM Incidents

Link to Docs

Workflow Capabilities

This agentic workflow enables fulfillers to automatically identify and assign the appropriate category, subcategory, service, offering, and configuration item for incidents. The workflow streamlines the triage process by analyzing incident details and making intelligent recommendations. Additionally, it can link incidents to related major incidents or problems, ensuring proper incident management and reducing manual categorization effort.

Consumption

50

Assists

per execution

Prerequisites

Role: itil

User Experience

Users will access this workflow through the Otto Panel, where they can submit incident numbers and receive automated triage recommendations including proper categorization and linking to related incidents or problems.

Activation Steps

1. Add the itil role to your test user.

2. Activate the workflow in AI Agent Studio.

 

3. Use the prompt in the Test steps section of this guide below to test in the AI Agent Studio.

If you would like to further test the workflow, impersonate a user that has the required role and has work assigned to them, and run the same prompt through the Otto Panel.

Test steps

In the “Test Scenario” field, enter an Incident number the user has access to, e.g., “INC0009009”, then click “Continue to test chat response” to see a test run of the agentic workflow.

Troubleshooting

If you receive a "Possible duplications found" warning, ensure that the original Agentic workflow's Display toggle is off.

Agentic Workflow

Investigate and recommend incident resolution

Link to Docs

Workflow Capabilities

This agentic workflow will investigate the given incident and recommend a resolution. It checks for related catalog items, knowledge articles, and similar resolved incidents to generate recommended resolution steps and adds them to the incident.

Consumption

25

Assists

per execution

Prerequisites

Role: itil

User Experience

Users will interact with this workflow through the Otto Panel, where they can submit incident numbers and receive comprehensive investigation results along with suggested resolution steps based on historical data and knowledge base content.

Activation Steps

1. Add the itil role to your test user.

2. Activate the workflow in AI Agent Studio.

 

3. Use the prompt in the Test steps section of this guide to test in the Manual test tab of AI Agent Studio.

If you would like to further test the workflow, impersonate a user that has the required role and has work assigned to them, and run the same prompt through the Otto Panel.

Test steps

In the “Test Scenario” field, enter an Incident number the user has access to, e.g., “INC0009009”, then click “Continue to test chat response” to see a test run of the agentic workflow.

Troubleshooting

If you receive a "Possible duplications found" warning, ensure that the original Agentic workflow's Display toggle is off. 

Agentic Workflow

Wrap Up and Resolve Incidents

Link to Docs

Workflow Capabilities

This agentic workflow ensures proper and complete resolution of incidents by automating the final steps of the incident management process. The workflow updates resolution notes with comprehensive details about how the incident was resolved, assigns the appropriate resolution code for categorization and reporting purposes, and provides options to attach existing knowledge articles or known error articles to the incident record for future reference.

Consumption

150

Assists

per execution

Prerequisites

Role: itil

User Experience

Users will access this workflow through the Otto Panel, where they can finalize incident resolution by reviewing and approving automated resolution notes, selecting resolution codes, and managing knowledge article attachments—all within a guided, conversational interface.

Activation Steps

1. Add the itil role to your test user.

2. Activate the workflow in AI Agent Studio.

 

3. Use the prompt in the Test steps section of this guide to test in the Test tab of AI Agent Studio.

If you would like to further test the workflow, impersonate a user that has the required role and has work assigned to them, and run the same prompt through the Otto panel.

Test steps

In the “Test Scenario” field, enter an Incident number the user has access to, e.g., “INC0009009”, then click “Continue to test chat response” to see a test run of the agentic workflow.

You can approve the resolution notes in this agentic workflow or revise them with your suggestions. You can also provide a resolution code, and then you can choose to attach or draft a KB article (or just type 'skip').

Troubleshooting

If you receive a "Possible duplications found" warning, ensure that the original Agentic workflow's Display toggle is off. 

Conclusion

Congratulations! Activating ServiceNow's agentic workflows represents a significant step toward modernizing IT service management operations through intelligent automation. Each of the workflows covered in this guide address specific challenges and provides measurable value through reduced manual effort and improved consistency. By following the configuration and testing steps outlined for each workflow, administrators can ensure successful deployment that meets their organization's needs.

Click to the Next Article below to continue. 

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