Link major incident AI agent

This AI agent gathers information from an incident and checks for similar currently active major incidents.

Workflow

The agent can link the incident with a major incident.

1. Use the Get Incident and Major Incidents tool to fetch incident details and active major incidents. If no matches are found, end the workflow.
2. Compare incident short descriptions to find a highly confident match with a contextually relevant major incident. If no matches are found, end the workflow.
3. Link the incident to the major 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 Major Incidents Set incident's parent field
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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