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

[SonnyY]

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, 

[Tanushree Maiti]

Hi @SonnyY ,

Is it your PDI or client instance? Please confirm .

[SonnyY]

It's in our own QA instance. 

[SonnyY]

Please see the list of step the LLM generated. 

1. Authenticate to the ServiceNow instance using the provided credentials.
2. Query the Incident table for records where the 'Opened by' field equals '*** Mailbox'.
3. Filter the query results to retain only incidents whose State is set to 'In Queue'.
4. Select the following fields from each filtered incident: Incident Number, Short Description, Opened Date.
5. Sort the selected incidents by Opened Date in ascending order.
6. If no incidents are returned, generate a message stating that no matching records were found and end processing.
7. If an error occurs during any step, capture the error details, generate an error message, and end processing.
8. Format the sorted incident list into a readable table or bullet list.
9. Return the formatted list to the user.

When running each steps on this list, stop to ask if the user wants to carry on to the next step.

[Nishant8 · Accepted solution]

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