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

SonnyY
Tera Contributor

59m 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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Tanushree Maiti
Mega Patron

46m 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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