---
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
---
# Generate my work plan
# Platform Generate my work plan agentic workflow {#ariaid-title1}
Release version: Australia
Updated October 29, 2026
 7 minutes to read
Summarize
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## Summary of Platform Generate my work plan agentic workflow
The Platform Generate my work plan agentic workflow automates the creation of personalized work plans for users based on their currently assigned tasks.
It leverages AI to identify, prioritize, and estimate effort for open work items, reducing manual planning and guesswork.
The workflow prioritizes work by analyzing factors such as priority, due date, SLA, user sentiment, and impact, enabling users to focus on the most critical tasks and improve resolution times while reducing missed SLAs.
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This workflow also provides transparent reasoning behind the generated plans. It is activated through AI application triggers and can be customized by duplicating and adjusting its settings to meet specific organizational needs.
## Prerequisites and Setup
* **Required installation:** ServiceNow Otto for Platform must be installed, as it provides the necessary AI capabilities.
* **Role requirements:** Users need the `snuxcgenai.platformaiworkplanner` role to execute the workflow. Additional roles may be needed to allow the workflow to access relevant records (e.g., `itil` role for Incident records).
* **Role-based access control:** Security controls must be configured to grant appropriate role access to the workflow and its data sources.
* **LLM support:** Note that Now LLM is not supported as a provider for this workflow.
## Configuration
Configuration is managed through variable sets that control workflow behavior and data sources:
* **Work Plan Config Var Set:** Defines parameters such as the maximum number of tasks shown, whether to include AI-generated next actions, time estimates, and task table exclusions.
* **Work Plan Table Config Var Set:** Specifies the task table to prioritize (e.g., incident), filtering conditions, assignment fields, ordering logic, and AI search configurations.
* **User Schedule Config Var Set:** Defines the user's schedule for accurate time estimation on tasks.
These variable sets can be duplicated and customized for different tables or user schedules to tailor the workflow to your environment.
## Accessing and Using the Workflow
* Access the workflow via AI Agent Studio under Agentic Solutions or its legacy interface.
* Use the ServiceNow Otto panel or AI Activity panel in the core UI and workspaces to trigger and monitor workflow progress.
* Enable UI actions for users to start the workflow directly from the interface by configuring access channels in AI Agent Studio and ensuring relevant properties are enabled.
## Testing and Activation
* Test the workflow manually within AI Agent Studio by entering trigger phrases such as "What should I work on today?" to validate behavior.
* Automated evaluation can be run to assess performance over multiple execution logs.
* Ensure AI agents and the workflow are activated by enabling their status toggles in AI Agent Studio.
## AI Agents Involved
The workflow utilizes dedicated AI agents with specific roles:
* **Prioritize work AI Agent:** Orders tasks dynamically based on urgency, priority, SLAs, sentiment, and impact.
* **Suggested Actions AI Agent:** Provides recommended next steps for tasks.
* **Update work plan AI Agent:** Updates the work plan records accordingly.
Each agent requires appropriate roles and must be enabled for the workflow to operate effectively.
## Practical Benefits for ServiceNow Customers
By implementing this agentic workflow, ServiceNow customers can expect to:
* Automate and personalize task prioritization based on real-time data and historical effort.
* Gain clear AI-driven insights and next actions to improve productivity.
* Reduce manual work planning effort, decrease SLA breaches, and accelerate task resolution.
* Customize the workflow to their specific operational needs and integrate seamlessly with existing ServiceNow interfaces.
Use the Platform Generate my work plan agentic workflow to create personalized work plans for currently assigned work.
## Generate my work plan overview
The Generate my work plan agentic workflow creates personalized work plans based on current assigned work. This reduces manual effort and guesswork in work planning. The AI agents identify and retrieve all work assigned to the user,
predict effort required to complete work, and generate an actionable work plan. Effort is estimated based on historical records related to the open work items. Generated work plans emphasize the highest priority work by examining the
following information and can result in faster resolution and fewer missed SLAs.
* User sentiment
* Short description
* Priority
* Description
* Due date
* Escalation
* State
* Updated
* Number
* Impact
* SLA
Along with the plan itself, the agentic workflow also provides reasoning behind its decisions for creating the plan.
The agents, tools, and triggers associated with the Generate my work plan agentic workflow are provided by AI applications. You can [activate the agentic workflow template](https://www.servicenow.com/docs/CjkGkTFkH5wNoOmoPQlsJA "Activate an agentic workflow that come installed with ServiceNow applications in AI Agent Studio.") by adding triggers and setting the display settings to include the ServiceNow Otto panel. To change this agentic workflow's instructions, [duplicate it](https://www.servicenow.com/docs/fagMeD~OOuolK9sjESdaLA "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), adjust the settings to suit your specific needs, and activate the duplicated version instead.
Note:
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools.").
## Prerequisites and setup
To access this workflow, you must have ServiceNow Otto for Platform installed on your instance. You can get this by installing any other AI application.
Now LLM is not a supported LLM provider for the Generate my work plan agentic workflow.
## Role filtering
Required role: sn_uxc_gen_ai.platform_ai_work_planner
Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/4632C_BpTXjste_glQl_fg "Implement security in AI Agent Studio through access control lists (ACLs), user identities, and role filtering.") to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select
Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to.").
In the data access settings, add the necessary roles to enable reading of the tables for the records you want to access for potential work plans. For example, add the itil role to the agentic workflow's list of approved roles so that
it can access Incident records.
## Additional configuration
Change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope:
1. Go to the Now Assist Skill Config \[sn_nowassist_skill_config\] table.
2. Open the record named Generate my work plan config.
3. In the Now Assist Skill Config Var Set related list, select New.
4. Enter a name for your Config Var Set.
5. Set Config Type to be either User schedule or Generate my work plan.
6. Save the Var Set record.
7. Set the variables for the config type.
8. Save the Var Set.
The work plan config var set includes general variables for running the agentic workflow.
{#generate-work-plan__entry__3}
| Field | Default | Description |
|-|-|-|
| Max tasks shown | 10 | Number of tasks the user will see in their list output. |
| Next actions limit | --- | Show how many tasks include AI-generated next actions. Tasks beyond this limit receive effort bucket estimates only. |
| Include time estimates | true | Show estimated duration and suggested times for each task using the user's work schedule. |
| Include next action | false | Shows AI-generated next steps for users to take for each task. Produces potential next workflows the user can execute. |
| Exclude task table | false | Excludes the default task table from prioritizing. Use only when all records are in explicitly configured child tables. |
[Table 1. Work Plan Config var set]
The following is the default Work plan Table Config var set for the Task table. You can duplicate this var set and configure the duplicate for other tables.
{#generate-work-plan__entry__20}
| Field | Description |
|-|-|
| Table | Required. The table name for the tasks to prioritize (for example, incident or sc_req_item). |
| Conditions | Conditions that determine which tasks will get prioritized in the work plan (encoded query, applied before the assigned-to filter). |
| Assigned to field | The field assigned to the current user, used to filter records specific to the logged-in user. Default: assigned_to. |
| Record fields | Values passed as inputs to the workflow to generate the work plan (CSV of extra GR fields sent in the AI prompt). |
| Time worked | Time taken to finish a task end-to-end, used to estimate the effort. Must be a timer-type field. Default: time_worked. |
| Order by | Lets you choose how tasks are arranged before the LLM prioritizes them. JSON array: \[{"column":"priority","direction":"ASC"}\]. |
| GAF Config | Optional GAF configuration ID used to identify similar records when prioritizing. Preferred over AIS when present. |
| AIS Search Profile | The search profile to be considered during AI search. Used when GAF Config is not set. |
| AIS Search Fields | Fields to be considered during the AI search. |
| AIS Return Fields | The fields from the table that AIS should return alongside similar records. |
[Table 2. Work plan Table Config var set]
{#generate-work-plan__entry__42}
| Field | Description |
|-|-|
| Table | Required. The schedule table, which stores the user's schedule records. |
| Conditions | Conditions applied to the schedule table to determine the user's schedule. |
| Schedule column | Required. The user's schedule is fetched from this field. The value must be a reference field pointing to cmn_schedule. |
[Table 3. User Schedule Config var set]
## Accessing the Generate my work plan agentic workflow
To access the agentic workflow in AI Agent Studio:
1. Navigate to AllAI Agent StudioAgentic Solutions.
2. Select the Agentic workflows tab.
3. Select Generate my work plan.
{#generate-work-plan__ol_gwp_acc_new}
To access the agentic workflow in the legacy AI Agent Studio:
1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Generate my work plan.
The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in AI Agent Studio, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.
## In-product agentic AI and UI actions
Access agentic workflows in the Core UI and in workspaces in the AI Activity panel. From there, track their progress, provide or review input, and see the results of the work performed. For more information, see [In-product agentic AI](https://www.servicenow.com/docs/t~jKx7wRXpLmRio4EdlF0g "Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision.") for more details about the AI Activity panel.
To enable users to access agentic workflows with UI actions, open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. Select a UI action as a possible way to access the workflow.
If you don't see your UI actions after configuring it in AI Agent Studio, verify that the property com.glide.agentic_processes_view.enabled is set to true. See [Enable the in-product experience for agentic workflows](https://www.servicenow.com/docs/~QRO8LaNhWLQbnb7uXtHHQ "Enable the AI Workflows panel and UI actions for agentic workflows on forms in the Core UI and workspaces to track agentic AI executions.").
## Testing the Generate my work plan agentic workflow
Manually test an agentic workflow execution or access on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured [in the security controls](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See [Test an agentic workflow execution](https://www.servicenow.com/docs/baKtFNhlJsMa26MSHYAVqg "Test your agentic workflow in AI Agent Studio to analyze how it functions while it executes the instructions that you defined.").
To evaluate the agentic workflow over many different execution logs, run an [automated evaluation](https://www.servicenow.com/docs/FVbxxoeAAPQLHkG3G7BqyA "Evaluate agentic AI assets against datasets to monitor performance and compare benchmarks.").
## Sample utterance
After the workflow is activated in AI Agent Studio, enter What should I work on today? or similar phrases in the ServiceNow Otto panel to trigger the workflow. You must have the sn.now_assist_panel_user role to run the workflow. Also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.
Users must have the sn_uxc_gen_ai.platform_ai_work_planner role to execute the agentic workflow.
## AI agents used in the Generate my work plan agentic workflow
The following table lists the agents used in the Generate my work plan agentic workflow.
Important:
In the Select channels and status step of each AI agent's guided setup, verify that the Status toggle is enabled to activate the AI agent.
{#generate-work-plan__entry__51}
| AI agent name | AI agent description | Role required |
|-|-|-|
| Prioritize work AI Agent | Dynamically orders tasks based on parameters like urgency, priority, SLAs, sentiment, and impact. | sn_uxc_gen_ai.platform_ai_work_planner |
| Suggested Actions AI Agent | | sn_uxc_gen_ai.platform_ai_suggested_actions |
| Update work plan AI Agent | | itil and sn_uxc_gen_ai.platform_ai_work_planner |
[Table 4. AI agents names and descriptions in the Generate my work plan agentic workflow]
## Other Platform agentic workflows
For more information on other agentic workflows associated with the Platform workflow, see [Platform agentic workflows](https://www.servicenow.com/docs/BSz3E8ljF3WggnC662T0gw "You can use the available Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.").
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