--- 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 --- # Analyze task trends # Platform Analyze task trends agentic workflow {#ariaid-title1} Release version: Australia Updated October 28, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 9 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 Platform Analyze task trends agentic workflow The Platform Analyze task trends agentic workflow enables ServiceNow customers to detect recurring task patterns and their root causes, providing actionable recommendations to prevent future issues. It enhances task management by grouping trending tasks, predicting disruptions, and suggesting proactive resolutions to improve system reliability and reduce downtime. The workflow analyzes the top 10 trending task groups at a time, allowing users to obtain summaries, download reports, and ask follow-up questions about the analysis. Show full answer Show less ## Key Features * **Task Pattern Detection:** Identifies recurring issues and root causes by analyzing task fields such as Short Description, Description, Resolution Notes, and categorization fields. * **Configurable Analysis Scope:** By default, analyzes closed tasks but can be configured to include open tasks as well. * **Post-Analysis Actions:** Users can get summaries, detailed explanations, download reports, or analyze additional groups within the same conversation. * **AI-Powered Agents:** Utilizes AI agents to perform issue trend analysis, generate citations, and recommend preventive measures. * **Customizable Grouping:** Supports customization of task grouping and categorization through Group Action Framework (GAF) and skill duplication for specialized analysis. * **Flexible Filters and Configuration:** Time frame filtering is mandatory, and additional filters (e.g., assignment group) can be configured. Settings are managed via Now Assist Skill Config Var Sets. * **Integration and Access:** Accessible through AI Agent Studio (both legacy and current), Core UI, and AI Activity panels; can be enabled via UI actions for easy user access. ## Prerequisites and Setup * Requires ServiceNow Otto for Platform installed via any AI application. * At least 500 task records should be present for effective analysis. * Group Action Framework (GAF) must be configured for the tables targeted for analysis (e.g., Incident, Case, HR Case use default GAF grouping). * Appropriate roles are required, notably **snuxcgenai.platformaianalyzetrnds**, with additional roles assigned for data access (e.g., itil role for Incident records). * Configuration changes for input fields, filters, and post-analysis actions are performed within Now Assist Skill Config settings. ## Using the Workflow * Invoke the workflow using ServiceNow Otto assistants or AI Agent Studio with queries specifying the task table and analysis time frame. * Common queries include filtering by assignment groups or issue priority to refine the trend analysis. * Follow-up actions within the workflow allow users to deepen understanding or expand analysis scope. ## Troubleshooting If the workflow issues an error about lacking required resources, verify that GAF is configured for the target table. If problems persist, contact Now Support. ## Expected Benefits * Improved insight into recurring task issues and their root causes. * Proactive recommendations to prevent repeat problems, reducing downtime. * Customizable and extensible analysis tailored to specific organizational needs. * Seamless integration with ServiceNow's AI and workflow environments for streamlined operations. Use the Platform Analyze task trends agentic workflow to detect recurring task patterns and root causes and get recommendations to prevent them from happening in future. ## Analyze task trends overview The Analyze task trends agentic workflow enhances task management by detecting recurring patterns, predicting disruptions, and suggesting proactive resolution to reduce downtime and improve reliability. Trending task are grouped and analyzed to identify common recurring issues and root causes. The agentic workflow generates citations for representative records of each group and recommendations that can help managers prevent the issues from reoccurring. After the analysis is generated, you can continue the conversation to do the following: * Get a summary of each group analysis. You have to specify which group you would like to get a summary of. * Download the analysis as a PDF or Word document. * Get more information about the analysis by asking follow-up questions. For example, you can ask why certain suggestions were generated. * Analyze the next ten groups. Each analysis is done for the top 10 trending groups at a time. You can continue analyzing more groups with the same filters within the same conversation, but the other actions for the previous group are no longer available. The exact options for follow-up actions available can be configured. By default, the Analyze task trends agentic workflow only analyzes closed tasks, but you can configure it to also investigate open tasks. See the Additional configuration section for how to enable that option. The default input fields considered for analysis are the following: * Short Description * Description * Resolution Notes * Resolution Code * Subcategory * Category You can con figure additional input fields using a Now Assist Skill Config Var Set \[sn_nowassist_skill_config_var_set\]. See the Additional configuration section for more information. The agents and tools associated with the Analyze task trends 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 setting the display settings to include ServiceNow Otto assistants. If you want to change this agentic workflow's instructions, you must duplicate it, 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. For this agentic workflow to behave as expected, you should have at least 500 records on your task table. You must also configure Group Action Framework (GAF) for the tables you want to analyze. See [Group Action Framework](https://www.servicenow.com/docs/Gsucj9mnDPrDYPdBX5JFLw "Group Action Framework (GAF) is an intelligence feature on the ServiceNow AI Platform that groups related records and applies actions to them using LLMs.") for more information on what GAF is and how to set it up. The Incident, Case and HR Case tables use the default GAF grouping records. If you want the agentic workflow to have its own system of categorization different from the main application, you can duplicate an existing action strategy skill. Use the duplicate in the var set described in the Additional configuration section. This enables you to train the groupings differently for different agentic resources. Note: If you create a duplicate of an action strategy skill, ensure that Optimized prediction is enabled to use AI Search as your fallback. You can leave it unchecked if you don't use AI Search on your instance. ## Role filtering Required role: sn_uxc_gen_ai.platform_ai_analyze_trnds. 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, you must also add the necessary roles to enable reading of the tables for the records you want to access for trend analysis. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records. ## Additional configuration You can 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: * Go to the Now Assist Skill Config \[sn_nowassist_skill_config\] table. * Open the record named Analyze Task Trends. * In the Now Assist Skill Config Var Set related list, select Task Trends Input Config or Prompt parameter configurations. * Edit the variable values. * Save or update the record. Time is a required filter specification in the user utterance. If you want users to be able to filter tasks by fields other than time, you can configure a Task Table Config var set. The application comes with a default configuration for the Task table. If you want to create one for a specific table, you can create a Now Assist Skill Config Var Set \[sn_nowassist_skill_config_var_set\]. The Skill Config is Analyze Task Trends, and the Config Type is Prompt Parameter Configuration. {#incident-trends__entry__3} | Config field | Description | Default value | |-|-|-| | Post Analysis Actions | List of possible follow-up actions a user can take before the agentic workflow completes. | * Get a summary * Get more info * Analyze next 10 groups * Download analysis | | Analysis Time Frame | Range of time, in months, for the trends analyzer to look at records to identify trends. You can specify smaller ranges when running the agentic workflow, but this value defines the maximum limit. | 3 | | Active record analysis | Enable this setting for the agentic workflow to include open tasks in its analysis. Note: If you select this option, you need to set the sn_uxc_gen_ai.active_records_enabled_tables system property and run a Group Action Framework script to ensure that the open tasks are grouped and accessible for analysis. 1. Go to the System Properties \[sys_properties\] table, then open the record for sn_uxc_gen_ai.active_records_enabled_tables. The Value should be set to Incident. Other tables for active records are not supported at this time. 2. Go to the GAF scheduled script execution \[sn_gaf_sysauto_script\] table, then open the record GAF - Active Records Run Offline Flow. Select Execute now to run the script. The job may take some time to complete. | False | | GAF Record Limit | Number of records analyzed per GAF record grouping. See the previous Prerequisites and setup section. | 8 | [Table 1. Task Trends Input Config configuration] {#incident-trends__entry__18} | Config field | Description | Default value | |-|-|-| | Input Table | Table that these potential filter conditions belong to | Task | | Input Fields | Additional fields that the agentic workflow can consider as context for its analysis | None | | Filter Fields | Fields that users can include when invoking the agentic workflow If you want to add new fields, use the dot-walked display-label format like the default values. | * Assignment group.Name * Service.Name * Configuration item.Name | | Group Skill ID | The Group Action Framework grouping skill dedicated to arranging records into categories | No default | | Action Skill ID | The Group Action Framework action skill dedicated to selecting and mapping representative records for each group and summarizing them See [Group Action Framework](https://www.servicenow.com/docs/Gsucj9mnDPrDYPdBX5JFLw "Group Action Framework (GAF) is an intelligence feature on the ServiceNow AI Platform that groups related records and applies actions to them using LLMs.") for information about setting up GAF. | No default | | Auto Classify Frequency | When the grouping and action skills run again to incorporate new records for analysis | No default Note: If you provide a Group Skill ID and an Action Skill ID but leave the Auto Classify Frequency empty, it will default to 24 hours. | [Table 2. Prompt parameter configuration] ## Accessing the Analyze task trends 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 Analyze task trends. {#incident-trends__ol_inc_acc_new} To access the agentic workflow in the legacy AI Agent Studio: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Analyze task trends. 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 a new browser tab, 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 Agentic workflows can be accessed in the Core UI and in workspaces in the AI Activity panel. From there, you can 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, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can 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, ensure 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 Analyze task trends agentic workflow You can 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."). If you want 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 has been activated in AI Agent Studio, use similar queries to the following to run the agentic workflow with ServiceNow Otto assistants. You can also test this workflow in AI Agent Studio with the same utterance if you have the sn.aia_admin role. Each utterance must include the name of the table and the time frame to analyze. If the utterance doesn't include these things, the agentic workflow prompts you for more information. The time frame specified by the user can't exceed the maximum value set by the Analysis time frame configuration. When invoking the agentic workflow, if you want to use additional filters, such as assignment group, use the name of the field in the utterance. For example, "Analyze incident trends assigned to the Hardware group" is more likely to analyze the correct records than "Analyze Hardware incident trends." * Analyze incident trends related to payment issues within the last two months * Analyze case trends within the last month * Analyze HR case trends with High Priority within the last two years * Analyze incident and problem trends within the last two weeks ## Troubleshooting When running this agentic workflow, it's possible to see an error that states "I couldn't analyze as I didn't have the required resources." This error occurs when GAF isn't configured for the table you want to analyze. See [Configure Group Action Framework](https://www.servicenow.com/docs/K0vZk9dWX8UvkkvEPKgykg "Set up Group Action Framework (GAF) to improve the response quality, recall speed, and consistency of AI agents.") for steps to configure GAF for the table. If you're still having issues after GAF is configured, reach out to Now Support. ## AI agents used in the Analyze task trends agentic workflow The following table lists the agents that are used in the Analyze task trends agentic workflow. Important: In the Select channels and status step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent. {#incident-trends__entry__39} | AI agent name | AI agent description | Role required | |-|-|-| | Issue trend analysis AI agent | Analyzes grouped task data to identify recurring issues and root causes. Provides detailed, actionable recommendations using structured analysis. | sn_uxc_gen_ai.platform_ai_analyze_trnds | [Table 3. AI agents names and descriptions in the Analyze task trends agentic workflow] ## Other Platform agentic workflows For more information on other agentic workflows that are 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."). *[\>]: and then