---
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


---

# Issue action plan AI agent

# Issue action plan AI agent {#ariaid-title1}

Release version: Australia  
Updated August 14, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This AI agent identifies the optimal steps for resolving an issue by referencing the past similar issue details. It presents a step-by-step summarized action plan to the user.

## Workflow {#grc-issue-action-plan-ai-agent__zsmdlwierhjt}

The agent helps users complete tasks related to issue action plan.

1. Get record details.
2. Generate an action plan for the issue using the Generate Issue Action Plan tool.
3. Ask for user feedback.
4. If the user chooses to dismiss the action plan, inform the user that they can populate the action plan manually.
5. If the user chooses to edit the action plan, show a message asking for the user's feedback to refine the action plan.
6. Use user feedback to refine the action plan.
7. If the user chooses to accept the action plan, format and save it.
{#grc-issue-action-plan-ai-agent__ol_hcp_qwx_njc}  
{#grc-issue-action-plan-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 | Generative AI skill :   Generate Issue Action Plan Record Operations :   Get Issue Detail :   Issue Resolution Agent Usage Status column Update Tool :   Save action plan |
| Allowed user roles The specific user roles that can access this AI agent. | sn_grc_genai.issue_aiagent_user |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_grc.business_user, 90c5d097533320101d7dddeeff7b126e, sn_grc.compliance_assurance_business_user, sn_grc_genai.issue_aiagent_user, sn_grc.user, snc_required_script_writer_permission |
| 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 | Not defined. |
| Used in agentic workflows | Optimize GRC issue resolution |
[Table 1. Configuration]

For more information on Governance, Risk, and Compliance, see [Governance, Risk, and Compliance](https://www.servicenow.com/docs/access?context=r_WhatIsGRC&version=australia&pubname=australia-governance-risk-compliance&ft:locale=en-US)