How to conditionally invoke an AI Agent only when an active Major Incident exists?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
I want to deploy an AI Agent on our instance that verifies whether a major incident is affecting a system reported by a user in the Virtual Assistant chat.
The current version of the agent fulfills its purpose, but I don't want it to be summoned every time a user reports an issue with any system. Is it possible to only invoke or mark the agent as active when there is an active major incident on the instance?
The built-in trigger on the Agent Playground doesn't seem to be the right approach, as opening the portal chat window seems to act as the trigger itself.
Any recommendations or best practices on how to achieve this conditional activation would be appreciated
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
A user can be associated with a specific business service by being subscribed to a related Service Offering in ServiceNow.
As part of the Incident Management (IM) process, every Incident and Major Incident (MI) can be linked to a Service Offering that represents the impacted service.
Do you maintain user-to-Service Offering subscription data in your ServiceNow environment?
If yes, this data can be leveraged to control AI Agent triggers and notifications. Specifically, when a Major Incident is tagged to a Service Offering, the AI Agent can identify the affected users based on their Service Offering subscriptions and proactively engage, notify, or assist only those impacted users.
Regards
RP
