IT Service Management AI agent collection Wrap-up and resolve incident agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 5 minutes to read
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    Summary of IT Service Management AI Agent Collection Wrap-up and Resolve Incident Agentic Workflow

    The Wrap-up and resolve incident agentic workflow in ServiceNow automates the process of resolving incidents by generating resolution notes, selecting resolution codes, and managing knowledge attachments. It enhances incident resolution by linking relevant Knowledge Base (KB) and Known Error (KE) articles to incident records, improving efficiency and accuracy in incident management.

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    This workflow supports updating duplicate incident information when appropriate and enables the creation of draft KB articles if existing ones are insufficient. It integrates with the Now Assist panel, allowing users to interactively generate and apply resolution solutions.

    Key Features

    • Resolution Notes Generation: Automatically creates detailed resolution notes based on the incident’s work notes and activity stream comments.
    • Resolution Code Selection: Provides a list of resolution codes for selection, updating the incident record accordingly.
    • Duplicate Incident Handling: Updates duplicate incident information when the resolution code 'Duplicate' is selected.
    • Knowledge Article Attachment: Attaches relevant KB articles after incident resolution or creates draft KB articles if needed.
    • Known Error Article Attachment: Attaches relevant KE articles when the resolution code is ‘Known Error’ to link the incident with known issues.
    • AI Agent Integration: Utilizes specific AI agents for resolution notes, KB article recommendations, and KE article recommendations to streamline incident closure.
    • Configurable Workflow: Allows duplication and modification of the workflow to tailor it to organization-specific requirements.
    • Accessible via Now Assist Panel: The workflow outputs and controls are accessible through the Now Assist panel, integrated into the ServiceNow user interface.

    AI Agents Used

    • Incident Resolution Details AI Agent: Generates resolution notes, provides resolution codes, and updates duplicate incident information.
    • Incident Knowledge Article AI Agent: Searches for and recommends KB articles to attach or drafts new KB articles for linking.
    • Incident Known Error Article AI Agent: Finds and suggests KE articles for attachment when the incident is linked to a known error.

    Setup and Usage

    • Prerequisites: Install and configure the Now Assist for IT Service Management plugin (snitsmgenai).
    • Enable Skills: Activate Resolution Notes Generation and KB Generation skills in Now Assist admin.
    • Enable Now Assist Panel: Turn on the Now Assist panel for users through the CI Admin console.
    • Configure Workflow: Review and update workflow details, define triggers, and assign roles (default itil role included).
    • Execution: Access the workflow via the Now Assist panel to generate resolution notes, select resolution codes, and attach relevant KB or KE articles.

    Practical Benefits for ServiceNow Customers

    • Speeds up incident resolution by automating documentation and knowledge linkage processes.
    • Ensures consistent and accurate resolution notes and coding, improving incident data quality.
    • Facilitates knowledge management by automatically associating relevant KB and KE articles or creating drafts.
    • Supports better incident tracking and reporting by managing duplicate and known error incidents effectively.
    • Offers flexibility to customize the workflow to align with organizational processes and policies.

    Use the Wrap-up and resolve incident agentic workflow to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. Update duplicate incident information when the resolution code is Duplicate.

    Wrap-up and resolve incident agentic workflow overview

    Using the Wrap-up and resolve incident agentic workflow:
    1. Generate resolution notes (root cause and resolution steps) based on the work notes and comments in the activity stream of the incident record and select a resolution code.
    2. Update duplicate incident information to the incident record when the resolution code is Duplicate.
    3. Check for relevant available KE articles and attach any of them to the incident record when the resolution code is Known Error.
    4. Check for relevant available KB articles and attach any of them to the incident record.
    5. Create a draft KB and attach it to the incident record if necessary.

    To modify the Wrap-up and resolve incident agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Important:
    When you modify an agentic workflow, AI agent, or a tool, make sure that you update all instructions accordingly.

    Resolve incidents and link a KB or KE article

    When you make a query or a request in the  Now Assist panel,  resolution notes are generated based on the work notes and the comments from the activity stream of the incident record. You can select any resolution code from the available resolution codes. You can update the duplicate incident information to the incident record if the resolution code is selected as Duplicate.

    You can also attach any of the KE articles from the similar KE article recommendations to the incident record if the resolution code is selected as Known Error and then resolve the incident. After the incident is resolved, you can attach any of the KB articles from the similar recommended KB articles to the incident record. You can also select to create a draft KB article.

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Wrap up and resolve incident.

    AI agents used in the Wrap-up and resolve incident agentic workflow

    In the Wrap-up and resolve  incident agentic workflow, specific AI agents are used for each type of resolution to generate the desired recommendations and output.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
    Table 1. AI agents and their roles listed in the order of execution in the Wrap-up and resolve   incident agentic workflow
    AI Agent AI Agent role
    Incident resolution details AI agent
    1. Generates and recommends resolution notes based on the work notes and comments in the activity stream. After you approve, the resolution notes are added to the incident record.
    2. Provides the available resolution codes to select. After selection, the codes are added to the incident record.
    3. Updates duplicate incident information to the incident record if the selected resolution code is Duplicate.
    Incident knowledge article AI agent
    1. Resolves the incident and then searches and recommends similar KB articles. You can select any of the recommended KB articles or enter any KB article irrespective of any similar KB articles found which are then attached to the incident record.
    2. If no similar KB articles are available or you don’t want to select from the available similar KB articles, you can still choose to create a draft KB article anyway. You can provide the input as Draft in the Now Assist panel. In such a case, the AI agent drafts and recommends a KB article that you can link to the incident record.
    Incident known error article AI agent Searches for and recommends similar KE articles if the resolution code is Known Error. You can select any of the recommended KE articles that are then attached to the incident record and the incident is resolved. If no relevant KE articles are available, you can enter any KE article, which is then attached to the incident record.

    Set up the Wrap-up and resolve incident agentic workflow

    To use the Wrap-up and resolve incident agentic workflow, you must confirm or perform the following:
    1. The Now Assist for IT Service Management plugin (sn_itsm_gen_ai) plugin is installed and configured.
    2. Navigate to All > Now Assist admin > Skills and enable the following skills and options:
      1. On the Now Assist skills tab, select ITSM and then activate the Resolution notes generation and KB generation skill. For more information, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM).
      2. On the Now Assist Experience tab, enable the Now Assist panel for users.
      3. Select the CI Admin console link, and then enable the Now Assist panel.
      For more information, see Configure Now Assist for IT Service Management (ITSM).

    Use the Wrap-up and resolve incident agentic workflow

    In the agentic workflow record:
    1. Review the information in the Define key requirements screen (workflow description and list of steps field) and in the Add a preferred trigger screen, make any necessary updates, and then select  Save and Continue.
      Note:
      You can only edit the information in this record in the IT Service Management AI agent collection application scope.
    2. In the Select a UI display screen:
      1. Select Now Assist panel where you want the agentic workflow output to be displayed.
        Note:
        When selected, the Now Assist panel icon can be accessed from the menu bar.
      2. Use the arrow next to it to add roles that can access the agentic workflow.
        Note:
        The itil role is added by default. Any role that you add in this field can use the Wrap-up and resolve incident agentic workflow. For example, from the Now Assist panel.
      3. Select  Save and test.
      The agent executes the request for the agentic workflow.

      Example of the Wrap-up and resolve incident agentic workflow output in the ServiceNow AI Agent StudioWrap-up and resolve incident agentic workflow output in AI Agent Studio.

    3. Access and use the Wrap-up and resolve incident agentic workflow from the Now Assist panel.

      You can query in the Now Assist panel to use the agentic workflow. For the query instruction, follow the steps specified in the List of steps field of the Define key requirements screen in the agentic workflow record.

      Example of the Wrap-up and resolve incident output in the Now Assist Panel

      Wrap-up and resolve incident agentic workflow resolution notes generation output in the Now Assist panel.Wrap-up and resolve incident agentic workflow resolution code selection output in Now Assist panel.

    Based on the query, the different AI agents work on the incident record. Depending on the various workflow stages and the resolution codes selected for an incident, the AI agents can either operate individually in sequence or collaborate simultaneously to deliver the desired outcome.

    For example, when generating resolution notes, adding resolution notes and codes or updating duplicate incident information to the incident record, the Incident resolution details AI agent is used. For more information on how to query using the Now Assist panel, see Request the generative AI capabilities in ITSM by using the Now Assist panel.