How to create an AI Agent that retrieves a list of Incidents that meet certain criteria

SonnyY
Tera Contributor

an hour ago

What tools do I need please in the following scenario: 

I want to create an AI Agent in the AI Agent Studio that could simply retrieve a list of Incident Numbers meet the following criteria:

  • 'created by' value as  'external email'
  • 'created' in March 2026
  • 'state' in 'In Queue'

When I get to the 'Add tools and information' stage, clicked the 'Recommend Tools' button, the Service Now AI did not suggest any tools at all. When I manually test the Agent, it did not retrieve anything. 

Please let me know if you require further information. 

Thank you in advance, 

 

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2 REPLIES 2

Tanushree Maiti
Mega Patron

55m ago

Hi @SonnyY ,

 

Is it your PDI or client instance? Please confirm .

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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Nishant8
Tera Sage

a minute ago

Hello @SonnyY, If you have any plan to reuse this tool then you can create Subflow and attach to your agent. But, if tool is going to be used here only, then you can create data look up tool and select Incident as table with all the filter conditions. Now, configure the tool input to accept 'created by', 'created' and 'state'.

Also, important thing, write the proper instruction for you agent.

 

Regards,

Nishant

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