Problems investigation AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent specializes in root cause identification, impact assessment, and resolution planning. It analyzes problem details, associated incidents, similar incidents, change requests, and affected configuration items to provide a structured and comprehensive analysis.

    Workflow

    The agent provides a clear and actionable resolution plan.
    1. Retrieve problem details with relevant incidents.
    2. Generate root cause analysis with impact assessment and resolution plan.
    3. Display the generated response to the user.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Script
    Get Problem Details with Relevant Incidents
    Generative AI skill
    Problems investigation skill
    Agent roles (ACLs) sn_uxc_gen_ai.platform_ai_problem_investigator
    Data access roles sn_uxc_gen_ai.platform_ai_problem_investigator
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Investigate problems