Issue trend analysis AI agent

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

    • This AI agent analyzes grouped task data from cases, incidents, problems, or other tables to identify recurring issues and root causes.

    Workflow

    The agent provides detailed, actionable recommendations through structured analysis.
    1. Extract the record type from the user's input.
    2. Pass the extracted record types to the Get Task Analysis Config tool.
    3. Prompt the user for a timeframe.
    4. Acknowledge and use the Compute Trend Analysis tool to analyze the information.
    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
    Conversational topic
    Compute Trend Analysis
    Scripts
    Get Task Trends Config
    Get Time Gap
    Agent roles (ACLs) sn_uxc_gen_ai.platform_ai_analyze_trnds
    Data access roles sn_uxc_gen_ai.platform_ai_analyze_trnds
    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

    Analyze task trends