Configure AI Agents for Public Sector Digital Services

Configure the AI Agents to execute use cases and complete tasks autonomously in Public Sector Digital Services.

Before you begin

Role required: admin, sn_aia_trigger_configuration

About this task

To get started with AI Agents, you must have the sn_gsm_ai_agents plugin installed, and the ServiceNow Otto panel and AI Search enabled on your instance.

Procedure

1. Confirm that the ServiceNow Otto Panel and AI Search module are both enabled.
   For instructions on how to enable the ServiceNow Otto panel and on how to set up AI Search, see Configure ServiceNow Otto for Public Sector Digital Services (PSDS) and Configure AI search for ServiceNow Otto for Public Sector Digital Services (PSDS).
2. Navigate to All > AI Search > Indexed Sources..
3. Locate the Information Request Table and select the record.
4. Select Index All Tables to start the indexing process.
5. Select Indexing History once it is completed to confirm the Keyword Ingestion State has changed from Indexing to Indexed.
6. Select Publish to publish the search source for the Information Request table.
7. Create a KB article that will contain the criteria for determining whether a fee waiver request should be approved or rejected.
   The KB article must have a unique name and number.
8. Navigate to All > AI Agent Studio > Create and Manage.
9. Select Information Request Playbook Fee Estimation Agent.
10. Select Define trigger, and select Information Request Fee Estimation and Review Trigger.
11. Set the trigger to Active, and select Save, then Continue.
    Note:

    By default, the trigger is set to active.
12. Set Display to Active, then select Save and Test.

Result

The agentic workflow is now active. On this page, you can run a one-time test of the AI agent or agentic workflow to see how it thinks through the given task.