Link incident to problem AI agent

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

    • This AI agent links an incident to a problem that was created in the last six months.

    Workflow

    The agent ensures a structured and automated approach to retrieving incident details, verifying an existing parent incident or problem linkages, and linking incidents to relevant problems only if a valid match is confirmed.
    1. Use the Get Incident and relevant Problems tool to fetch incident details and relevant problems.
    2. Compare incident and problem short descriptions to find a highly confident match with a problem that is contextually relevant to the incident. If no matches are found, end the workflow.
    3. Link the problem to the incident.
    4. Inform 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
    Scripts
    Get Incident and relevant Problems
    Set incident to problem
    Agent roles (ACLs) itil
    Data access roles itil
    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

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Not applicable.

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