---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Self-healing AI agent

# Self-healing AI agent {#ariaid-title1}

Release version: Australia  
Updated July 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Self-healing AI agent

The self-healing AI agent is an integrated diagnostic assistant within the AI Admin Center conversational experience, designed to help ServiceNow administrators quickly identify and resolve common AI administration issues.
It analyzes your issue description, matches it against a library of known AI admin failure patterns, and provides a root cause hypothesis along with a confidence level.
This enables you to make informed decisions on remediation steps.
The agent is enabled by default and can collaborate with other AI agents for comprehensive issue resolution.
Show full answer Show less  

## Key Features

* **Diagnostic Capability:** Runs configuration diagnostics and delivers actionable results to administrators.
* **Triage Assessment:** Evaluates if the problem description has sufficient information and asks up to two targeted clarification questions to refine the diagnosis.
* **Context Retention:** Maintains the issue context, diagnosis, and confidence level throughout the session for seamless follow-up conversations.
* **Guided Resolution:** Provides step-by-step configuration guidance, relevant documentation links, verification suggestions, or recommends escalation to support when necessary.
* **Role-Based Access:** Requires the snnacenter.nacadmin role to use the AI agent.

## Practical Uses

ServiceNow customers can utilize the self-healing AI agent to address a variety of AI Admin Center challenges, including but not limited to:

* Configuration or setup problems within the AI Admin Center.
* Plugin installation or activation failures.
* Issues with Now Assist application features, including missing or disabled functionalities.
* Integration connectivity or credential problems.
* Misconfigurations in roles or permissions affecting access to Now Assist.
* Unexpected states in feature flags or activation toggles.
* Compatibility conflicts between plugins or different versions.

## How to Use

Describe your AI administration issue in the AI Admin Center's conversational interface. The self-healing AI agent interprets your input, hypothesizes the root cause with a confidence rating, and presents this for your review. You can confirm, modify, or add details to refine the diagnosis. Once confirmed, the agent assists by guiding you through targeted troubleshooting steps, linking to helpful resources, or advising escalation if specialist support is required.  
Use the self-healing AI agent in the AI Admin Center conversational experience to diagnose common AI administration issues.

## Self-healing AI agent overview {#now-assist-center-self-healing-agent__section_ghk_lvl_4jc}

The self-healing AI agent is a diagnostic assistant in the AI Admin Center conversational experience. It interprets your issue description and classifies it against a library of known AI admin failure patterns. The AI agent presents a root cause hypothesis with a
confidence level, enabling you to make informed decisions about how to resolve the issue.

The self-healing AI agent is turned on by default.

The self-healing AI agent may work with other AI agents to accomplish tasks. For more information on AI agents, see [Explore AI agents](https://www.servicenow.com/docs/3_8_e2KO3lfz3YU8zFjgyw "Learn how the AI agents enhance live agent productivity by mimicking human-like intelligence to manage tasks ranging from automated responses to complex problem solving.").

## AI agent details {#now-assist-center-self-healing-agent__section_cnc_s3j_yjc}

The self-healing AI agent capabilities are associated with the following agents.  
{#now-assist-center-self-healing-agent__table_vsk_1jj_yjc__entry__2}

| Agent | Capability |
|-|-|
| SHA Diagnostic Agent | Runs configuration diagnostics and presents actionable results to the admin. |
| SHA Triage Agent | Assesses whether the admin's AI problem description contains enough information to produce a meaningful diagnosis. Asks at most one targeted clarification question per turn, with a maximum of two turns. Outputs a visible triage summary confirming the final problem description and readiness status so that behavior can be verified in both standalone and workflow testing. |
[Table 1. AI agents]

{#now-assist-center-self-healing-agent__table_vsk_1jj_yjc}

For more information on viewing your AI agents, see [View and manage your AI assets in the asset inventory](https://www.servicenow.com/docs/anBPG3w_BsG7OAe5UdGGiA "Use the asset library to view and manage the AI assets in your instance.").

## AI agent access {#now-assist-center-self-healing-agent__section_hgw_pjj_yjc}

Role required: sn_na_center.nac_admin

## AI agent uses {#now-assist-center-self-healing-agent__section_ojh_dxl_4jc}

Use the self-healing AI agent to help with issues such as:

* AI Admin Center configuration or setup problems
* Plugin installation or activation failures
* Missing or turned off Now Assist application features
* Integration connectivity or credential problems
* Role or permission misconfigurations affecting Now Assist access
* Feature flags or activation toggles in an unexpected state
* Compatibility conflicts between plugins or versions
{#now-assist-center-self-healing-agent__ul_qsm_fxl_4jc}

For more information, see the troubleshooting issues described in KB article [KB2330598](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2330598) on Now Support.

## AI agent actions {#now-assist-center-self-healing-agent__section_vdp_pwl_4jc}

When used, the AI agent may attempt the following actions:

* Interpret the information provided by the user.
* Compare the information against documented issues.
* Present a root cause hypothesis with a confidence level.
* Recommend remediation actions after receiving user confirmation.
* Maintain issue context throughout the conversation.
{#now-assist-center-self-healing-agent__ul_fdx_rwl_4jc}

## How it works {#now-assist-center-self-healing-agent__section_sk5_lvl_4jc}

1. Describe your issue in the conversational interface in AI Admin Center.
2. The AI agent interprets your description and matches it against known failure patterns.
3. The AI agent displays the possible root cause of the issue along with its degree of confidence that it is correct.
4. You review the hypothesis and confirm, adjust, or provide additional details about the issue.
5. After you confirm the diagnosis, the AI agent guides you toward a resolution.  
   Depending on your issue, the agent may do one of the following:
   * Walk you through specific configuration steps.
   * Link you to relevant documentation or troubleshooting articles.
   * Suggest settings or statuses to verify.
   * Recommend escalation to support if the issue requires specialized help.
   {#now-assist-center-self-healing-agent__ul_chp_yvl_4jc}
6. The AI agent retains your issue description, the diagnosis, and the confidence level throughout your session so you can ask follow-up questions without repeating context.
{#now-assist-center-self-healing-agent__ol_wpn_tvl_4jc}