--- 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 --- # In-product agentic AI # In-product experience for agentic workflows {#ariaid-title1} Release version: Australia Updated October 29, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 In-product experience for agentic workflows Agentic workflows in ServiceNow allow users to leverage AI-driven processes directly within record forms, accessible via dedicated spaces in workspaces and the Core UI. These workflows assist in completing complex tasks like generating resolution notes or investigating root causes, with the capability to supervise and interact with AI through follow-up questions and approvals. Show full answer Show less ## Key Features * **AI Workflows Panel:** Available in both Core UI forms and workspaces, this panel displays running agentic workflows, their progress, and historical executions for comparison. * **Human Supervision:** Workflows requiring user input allow designated users to answer questions, approve steps, or provide additional information to progress the workflow. * **UI Actions Creation:** Users can create UI actions for agentic workflows via AI Agent Studio to facilitate workflow interactions within the UI. * **Visibility Controls:** To display the AI Workflows panel, ensure the system property `com.glide.agenticprocessesview.enabled` is set to true and the Workspace user preference for showing the sidebar is enabled. * **Execution List and Filtering:** Workflow cards can be filtered by execution states such as "Ready for review" (indicating output generated but not finalized) and "Completed." Each card shows status messages, time estimates for running workflows, or total execution time for completed ones. * **Execution Details:** Detailed views include processing messages about workflow steps completed or in progress and history of user inputs for follow-up questions. Final outputs can be reviewed along with AI reasoning sources like Knowledge Base articles. * **Field Updates Indication:** Fields modified by agentic AI workflows show a label indicating the change was made by AI, enhancing transparency. * **AI Presence Indicator:** An icon on the record form indicates active agentic workflows, showing their count and status. Users can cancel workflows in progress via options on the workflow card. * **Status Alerts:** Alerts notify users about workflow state changes or when input is required, with direct access to review outputs when available. ## Practical Benefits for ServiceNow Customers By integrating agentic workflows within record forms, ServiceNow customers can streamline complex task execution with AI assistance while maintaining control through human supervision. This enhances operational efficiency, transparency, and collaboration. The ability to monitor progress, review detailed workflow histories, and interact with AI outputs directly in the UI empowers users to make informed decisions and accelerate case resolutions or investigations effectively. 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. ## Agentic AI in the Core UI and workspaces Agentic workflows can help you accomplish complex tasks, such as generating resolution notes for cases and incidents or investigating problems and root causes. You can view agentic workflows running on a record in the AI Workflows panel, available in both the Core UI form and in workspaces. For agentic workflows that require human supervision, you can answer questions, approve next steps, or provide other input. In addition to monitoring current progress, you can review historical runs to compare results. To create UI actions for your agentic workflows, open the agentic workflow in AI Agent Studio, navigate to the [Select channels and access](https://www.servicenow.com/docs/Xjl_5TutJf1M~TVoliRBXw "In the guided setup for an agentic workflow, activate the agentic workflow to use in the ServiceNow Otto panel or UI actions in the Core UI and workspaces.") step in the guided setup, and create a UI action. If the AI Workflows panel is not visible, check the following: * Ensure that the property com.glide.agentic_processes_view.enabled is set to true. * Check whether the Workspace user preferences have Show the sidebar toggled on. If this setting is not enabled, the AI Workflows panel will not display. To access this setting, select the profile icon in the header while on a Workspace page, then select Preferences. The setting is located on the Workspace tab. ## Agentic workflow execution list The list of agentic workflow cards can be filtered by execution state, and you can change the active filters at any time. Note: The Ready for review state differs from the Completed state in that the former indicates the workflow has generated some output. Agentic workflows without an output are marked only as Completed. The Owner identifies the user responsible for answering follow-up questions. Only the specified user can provide answers to progress the agentic workflow, though others can view the questions asked. Each card displays the current or final processing message. To view the full list of processing messages, select the agentic workflow card to open the details. For currently running workflows, time estimates based on previous executions are displayed. For completed workflows, the cards show the total time taken. The execution list also displays the results of any workflows triggered in the ServiceNow Otto panel or triggered automatically by events, once they are complete. ## Agentic workflow execution details When you select a specific agentic workflow, you can view its processing messages and history. Processing messages indicate which steps the agentic workflow has already completed and which are still in progress. You can modify the processing messages for an AI agent or tool in AI Agent Studio. For an AI agent, open the AI agent and go to the [Select channels and access](https://www.servicenow.com/docs/HhKz5eNNqTsnqO2CTeqUPg "In the guided setup for an AI agent, activate the AI agent to use in an assistant in ServiceNow Otto for Virtual Agent, and set the processing messages.") step. For a tool, open the AI agent, go to the [Add tools and information](https://www.servicenow.com/docs/Mu3TBIv8nI_I4LHIe_6TXg "Add a tool to an AI agent to enable different functionalities and help your AI agents achieve their objectives.") step, and select the tool to open the form modal. The history section of the card can display previous answers to follow-up questions. For completed agentic workflows, you can review the final output in the history if one exists. When an output is available, you can view the sources behind the AI's reasoning by selecting the information icon. Citations can include Knowledge Base articles and lists of records. To copy the text of the final output of an agentic workflow, select the copy icon. ## Fields updated with agentic AI When an agentic workflow changes the value of a field, ServiceNow Otto displays a label beneath the field value indicating that the value was modified by AI. ## AI presence indicator While an agentic workflow is in progress on a record, an icon appears at the top of the record form alongside other UI actions. Selecting it shows how many agentic workflows are running on the record and the general status of each. To cancel an agentic workflow that is in progress, select the more options icon on the agentic workflow card, and then select Cancel. ## Alerts for agentic workflow status changes and required input When an agentic workflow changes states, such as when it completes or has a follow-up question, an alert appears at the top of the screen. If the workflow generates an output, you can select the Review button to view the final result.