ServiceNow Otto for Telecommunications, Media, and Technology (TMT) analyze network incidents agentic workflow

Release version: Australia

Updated March 12, 2026

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Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Analyze Network Incidents Agentic Workflow

The Analyze Network Incidents agentic workflow is designed to help customer agents efficiently resolve network-related incidents by tracking network tickets and generating actionable tasks. This workflow leverages a team of AI agents to support human agents in diagnosing and addressing incidents, enhancing incident resolution in Telecommunications, Media, and Technology (TMT) environments.

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The workflow requires the sntmtagenticai.snnocincidentuser role and can be customized by duplicating and adjusting its settings. It integrates with various AI model providers such as Now LLM Service, Azure OpenAI, Google Gemini, or Anthropic Claude on AWS, configurable via the AI Control Tower and Now Assist Admin console. The AI agent triggers must be activated to operate autonomously.

Role masking controls user access to the workflow, requiring appropriate security configurations if access is restricted by user roles.

Application Dependencies

Customer Service with Service Management (sncssm)
Customer Service (sncustomerservice)
Customer Service Problem Management
Telecommunications Alarm Management Open API (snindtmf642)
Field Service Management for Telecommunications (snfsmt)
Major Issue Management

Access and Testing

To access the workflow, navigate to All > AI Agent Studio > Create and manage and select "Analyze network incidents". New use cases can be created as needed.

Testing is available under All > AI Agent Studio > Testing, where users can manually execute and validate the workflow behavior.

AI Agents and Their Roles

The workflow employs several specialized AI agents to automate incident analysis and resolution:

Network Ticket Resolution AI Agent: Summarizes incidents and alerts, searches the knowledge base for relevant articles, and provides potential resolutions.
Ticket Readiness AI Agent: Predicts incident fields such as category, priority, description, and estimated resolution time using historical data and the Group Action Framework (GAF).
Network Correlation Monitor AI Agent: Identifies impacted accounts and services, correlates related cases from the last 15 minutes, facilitates customer review, associates related incidents, and notifies customers of outages by creating service problem cases.
Network Ticket Actionable Steps Generation AI Agent: Generates actionable resolution steps for incidents based on GAF and refines these steps with human feedback.
Network Remediation Generation AI Agent: Converts resolution steps into specific task types such as Incident Tasks, Work Orders, or Change Requests.

Practical Benefits for ServiceNow Customers

By implementing this agentic workflow, ServiceNow customers in TMT sectors can automate and accelerate network incident resolution, reduce manual effort, improve accuracy in ticket categorization and prioritization, and enhance collaboration between AI and human agents. This leads to faster incident turnaround times and improved customer satisfaction.

Use the Analyze network incidents agentic workflow to resolve incidents, helping customer agents to resolve network tickets by tracking them and creating an actionable task.

Analyze network incidents agentic workflow overview

Resolve the customer issues using a team of AI agents in the Analyze network incidents agentic workflow. It assists the customer agents in resolving a given incident.

Role required: sn_tmt_agentic_ai.sn_noc_incident_user

To modify the Analyze network incidents agentic workflow, Duplicate an agentic workflow, and adjust the settings according to your requirements.

Note:

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

Important:

In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

Role masking

Required role: sn_tmt_agentic_ai.sn_noc_incident_user

Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

Application dependency

The Analyze network incidents agentic workflow has the following plugin dependencies:

Customer service with service management (sn_cs_sm)
Customer service (sn_customerservice)
Customer service problem management
Telecommunications alarm management open API (sn_ind_tmf642)
Field service management for telecommunications (sn_fsmt)
Major issue management

Analyze network incidents agentic workflow

To access the use case:

Navigate to All > AI Agent Studio > Create and manage.
Select Analyze network incidents.

To create a new use case, see Create an agentic workflow.

Testing the agentic workflow

To access the use case testing page:

Navigate to All > AI Agent Studio > Testing.
On the Overview page, select Test use cases.

To test the use case, see Manually test the execution of an agentic workflow.

AI agents used in the Analyze network incidents agentic workflow

The following AI agents are used to execute the instructions for the agentic workflow.

To create an AI agent, see Create an AI agent.


AI agent	AI agent role
Network ticket resolution AI agent	AI agent capable of providing overall incident and alert summary. It’s also capable of searching the knowledge base for relevant articles to provide resolutions if available.
Ticket readiness AI agent	AI agent capable of predicting the incident fields like category, subcategory, priority, description, short description, and estimated time to resolve the incident using GAF on historic incident data. To activate the GAF, see Activate Group Action Framework for ServiceNow Otto for Telecommunications, Media, and Technology (TMT).
Network correlation monitor AI agent	AI agent capable of identifying the impacted accounts and services and correlating cases opened in the last 15 minutes that could be impacted because of the incident, provide the list to the customers for review, and associate it to the incident. It’s also capable of notifying customers about the outages based on human confirmation by creating service problem cases and linking child cases if any.
Network ticket actionable steps generation AI agent	AI agent capable of generating actionable resolution steps for incoming incident using the Group Action Framework (GAF) and modifies the steps according to the human feedback. To activate the GAF, see Activate Group Action Framework for ServiceNow Otto for Telecommunications, Media, and Technology (TMT).
Network remediation generation AI agent	AI agent capable of consuming resolution steps for an incident and converting them to one of the following task types: Incident Task Work Order Change Request