Incident resolution details AI agent

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

    • This AI agent suggests resolution notes for an incident.

    Workflow

    When approved by the user, the agent updates the incident with resolution notes and the resolution code.
    1. Generate resolution notes for the incident.
    2. Display, revise, and finalize the resolution notes based on user feedback.
    3. Display resolution codes and ask the user to choose one.
    4. Decide the next step based on the selected resolution code.
    5. If the incident is a duplicate, ask the user to provide the duplicate incident number.
    6. Update resolution notes and resolution code.
    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 resolution codes
    Generate resolution notes
    Update duplicate incident information
    Update resolution notes and code
    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

    Wrap-up and resolve incident

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