--- 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 --- # Troubleshooting steps identification AI agent # Troubleshooting steps identification 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 Troubleshooting steps identification AI agent The Troubleshooting steps identification AI agent is designed to assist ServiceNow users by automating the gathering and identification of troubleshooting steps. It leverages case details, knowledge bases, similar cases, and standard operating manuals to provide actionable troubleshooting recommendations. This AI agent streamlines problem resolution by proposing unique and relevant troubleshooting actions while avoiding duplication of efforts already attempted by users. Show full answer Show less ## Key Features * **Context gathering:** Retrieves case details and identifies troubleshooting steps already tried to prevent redundant suggestions. * **Search and analysis:** Searches knowledge articles and similar cases based on case descriptions, extracting actionable steps with proper source attribution. * **Document processing:** Applies deterministic logic to select and extract troubleshooting steps from related documents linked to search results. * **Deduplication:** Combines and filters troubleshooting steps to present only unique, value-added recommendations. * **Structured presentation:** Displays top recommendations, additional suggestions, and a hyperlinked sources section clearly. * **User confirmation for updates:** Requests user approval before updating work notes and confirms successful updates explicitly. * **Configurable access controls:** Allows enabling access for third-party AI agents and AI specialists, with role-based user permissions to control agent usage and data access. * **Long-term memory option:** Can be configured to use previous user interactions as context to improve recommendation relevance. ## Configuration and Usage Administrators can configure the agent through the AI Agent configs table, enabling options such as third-party access, AI specialist access, and long-term memory. The agent uses various tools and subflows to retrieve case details, fetch documents, update work notes, and conduct searches for relevant knowledge and cases. User roles and data access roles determine who can use the agent and what data it can access. ## Benefits for ServiceNow Customers * Accelerates troubleshooting by automatically identifying relevant steps from multiple trusted sources. * Prevents redundant work by recognizing steps already attempted in the case history. * Improves resolution quality with structured, prioritized, and source-attributed recommendations. * Enhances control and transparency by requiring user confirmation before updating case records. * Supports customization and integration through configurable access and triggers. An AI agent responsible for gathering required context, identifying troubleshooting steps by comparing with KBs, similar cases and standard operating manuals, and proposing additional troubleshooting steps. ## Workflow {#csm-troubleshooting-steps-identification-ai-agent__zsmdlwierhjt} The agent helps users complete tasks related to troubleshooting steps identification. 1. Retrieve case details and identify troubleshooting actions already attempted by the user to avoid duplication. 2. Search for relevant troubleshooting guidance from similar cases and knowledge articles using the case description. If no relevant results are found, exit with the predefined message. 3. Analyze retrieved cases and knowledge articles to extract actionable troubleshooting steps with correct source attribution. 4. Identify and process any related documents linked to the search results, applying deterministic document selection logic and extracting troubleshooting steps when documents exist. 5. Combine troubleshooting steps from cases, knowledge articles, and documents, then remove steps already attempted by the user or semantically equivalent duplicates. 6. Present only unique, value-added troubleshooting recommendations in a structured format, clearly separating top recommendations, additional suggestions, and a fully hyperlinked sources section. 7. Ask for confirmation before updating work notes, update them only upon approval, display the exact confirmation message when successful, and then exit the workflow. {#csm-troubleshooting-steps-identification-ai-agent__ol_hcp_qwx_njc} {#csm-troubleshooting-steps-identification-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 : Get case details using number and fields : Get document list using comma separated list of 'Id' values : Update the work notes of the case Subflows : Get case details using number and fields : Submit and Fetch Results Search retrieval : Get relevant knowledge articles : Get Similar Cases | | 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_customerservice_agent, sn_customerservice.consumer_agent, platform_ml_di.creation_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).