Issue action plan AI agent

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

    • This AI agent identifies the optimal steps for resolving an issue by referencing the past similar issue details. It presents a step-by-step summarized action plan to the user.

    Workflow

    The agent helps users complete tasks related to issue action plan.
    1. Get record details.
    2. Generate an action plan for the issue using the Generate Issue Action Plan tool.
    3. Ask for user feedback.
    4. If the user chooses to dismiss the action plan, inform the user that they can populate the action plan manually.
    5. If the user chooses to edit the action plan, show a message asking for the user’s feedback to refine the action plan.
    6. Use user feedback to refine the action plan.
    7. If the user chooses to accept the action plan, format and save it.
    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
    Generative AI skill
    Generate Issue Action Plan
    Record Operations
    Get Issue Detail
    Issue Resolution Agent Usage Status column Update Tool
    Save action plan
    Agent roles (ACLs) sn_grc_genai.issue_aiagent_user
    Data access roles sn_grc.business_user, 90c5d097533320101d7dddeeff7b126e, sn_grc.compliance_assurance_business_user, sn_grc_genai.issue_aiagent_user, sn_grc.user, snc_required_script_writer_permission
    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

    Not defined.
    Used in agentic workflows

    Optimize GRC issue resolution

    For more information on Governance, Risk, and Compliance, see Governance, Risk, and Compliance