--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Triage cases planner AI agent # Triage cases planner AI agent {#ariaid-title1} Release version: Australia Updated August 14, 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 Triage cases planner AI agent The Triage cases planner AI agent is designed to efficiently triage cases by analyzing the sentiment and intents of records. It supports agents and end-users in quickly resolving queries or determining if a new case should be created. This AI agent automates key steps in the case triage process to streamline customer service workflows. Show full answer Show less ## Workflow * Validates the record context using the context validator AI agent. * If the sentiment is negative, it triggers the case creation AI agent to open a new case. * If the sentiment is neutral or positive, it processes informational intents via the informational queries AI agent. * Processes transactional intents using the transactional queries AI agent. * Creates cases from the team as needed using the case creation AI agent. * Generates customer replies and sends email responses through the email response AI agent. * Compiles an execution overview and appends it to the case work notes for transparency and tracking. ## Configuration * **Third-party access:** Can be enabled to allow other AI agents to use this agent (default is off). * **AI specialist access:** Enables AI specialists to map inputs and configure response templates for tools (default is off). * **Long-term memory:** When enabled, previous user interactions are used to provide contextual understanding for the AI's responses (default is off). * These settings are managed via the `snaiaagentconfig` table and system properties. ## Tools and Roles * Includes tools for generating customer replies, retrieving specific intent lists, and updating work notes. * Access is controlled by specific user roles (`snesmagent`) for both user and data permissions, ensuring secure operation. ## Additional Details * No default triggers are set, but administrators can configure triggers as needed to automate agent invocation. * The agent can be integrated into Virtual Agent or ServiceNow Otto panels via Assistant Designer for enhanced user interaction. * It is not designed for use in agentic workflows but is focused on Customer Service Management scenarios. This AI agent triages cases. It takes appropriate actions based on the record's sentiment and intents. It is intended for agents and end-users who need assistance in resolving queries efficiently, as well as assessing a record for possible case creation. ## Workflow {#csm-triage-cases-planner-ai-agent__zsmdlwierhjt} The agent helps users complete tasks related to triage cases planner. 1. Invoke the context validator AI agent to validate the record. 2. If the sentiment is negative, use the case creation AI agent to create a case. If the sentiment is neutral or positive, proceed to step 3. 3. Invoke the informational queries AI agent to process informational intents. 4. Invoke the transactional queries AI agent to process the list of transactional intents. 5. Invoke the case creation AI agent from the team to create the case. 6. Generate a customer reply. 7. Invoke the email response AI agent to generate and send an email response. 8. Generate the execution overview and add it to the case work notes. {#csm-triage-cases-planner-ai-agent__ol_hcp_qwx_njc} {#csm-triage-cases-planner-ai-agent__zsmdlwierhjt__entry__2} | 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](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Script : Generate Customer Reply Content : Get list of intent of specific type Flow Action : Update source record worknotes | | Allowed user roles The specific user roles that can access this AI agent. | sn_esm_agent | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_esm_agent | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] Learn more about Customer Service Management at [Customer Service Management](https://www.servicenow.com/docs/access?context=c_CustomerServiceManagement&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).