--- 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 --- # Link major incident or problem AI Agent # Link major incident or problem 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 Link major incident or problem AI Agent TheLink major incident or problem AI Agentin ServiceNow Australia release (updated August 14, 2026) automatically identifies and links the most relevant major incident or problem to a given incident. This AI agent enhances incident management by analyzing incident descriptions, verifying contextual relevance, and updating incident records with appropriate links, thereby improving operational efficiency and accuracy in incident resolution. Show full answer Show less ## Workflow * The agent fetches incident details along with relevant problems and major incidents using the **Get Incident and relevant Problems** tool. * It compares short descriptions of incidents, problems, and major incidents to find a highly confident and contextually relevant match. * If no relevant matches are found, the process ends without linking. * If matches are found, it links the appropriate problem and/or major incident to the incident record. * The agent then informs the user of the linkage action taken. ## Configuration and Access Controls Key configuration options include: * **Allow third party to access this AI agent:** Disabled by default. Enables third-party AI agents to use this agent. * **Allow AI specialists to access this AI agent:** Disabled by default. Enables AI specialists to configure tools, map inputs, and customize response templates. * **Manage long-term memory:** Disabled by default. When enabled, previous user interactions are used as context for the AI model. These settings are managed via the `snaiaagentconfig` table and system properties. ## Tools and Roles * The AI agent uses scripts to get incident details and link relevant major incidents or problems. * Access to the AI agent is controlled through specific user roles, primarily the `itil` role for users and multiple data access roles governing what data and actions the agent can perform. ## Practical Benefits for ServiceNow Customers * Automates the identification and linking of major incidents or problems to incidents, reducing manual effort and improving incident management accuracy. * Ensures contextual relevance by analyzing descriptions, helping prioritize and correlate incidents effectively. * Supports role-based access and customization, allowing organizations to control who can use and configure the AI agent. * Integrates seamlessly with ServiceNow Otto AI panel and agentic workflows like triage and categorization. This AI agent automatically identifies and links the most relevant major incident or problem with an incident. ## Workflow {#itsm-link-major-incident-or-problem-ai-agent__zsmdlwierhjt} The agent analyzes short descriptions, verifies contextual relevance, and updates the linkage while clearly presenting all tool responses to the fulfiller. 1. Use the Get Incident and relevant Problems tool to fetch incident details and relevant problems and major incidents. 2. Compare incident, problem, and major incident short descriptions to find a highly confident match that is contextually relevant to the incident. If no matches are found, end the workflow. 3. Link the problem and/or major incident to the incident. 4. Inform the user. {#itsm-link-major-incident-or-problem-ai-agent__ol_hcp_qwx_njc} {#itsm-link-major-incident-or-problem-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 | Scripts : Get Incident and relevant major incidents and problems : Set major incident or problem to the incident | | Allowed user roles The specific user roles that can access this AI agent. | itil | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | itsm.aia.worker access_analyzer_ai_user, actsub_user, agent_role_config_viewer, agent_workspace_user, app_service_user, canvas_user, certification, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, contact_user, data_manager_user, dependency_views, email_client_template_read, email_composer, interaction_agent, itil, knowledge, notify_view, now_assist_panel_user, one_extend_viewer, pa_viewer, platform_ml_read, prompt_library_user, role_viewer, service_status_subscriber, service_viewer, snc_internal, snc_platform_rest_api_access, snc_required_script_writer_permission, sn_ace.ace_user, sn_aia.viewer, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_bm_client.benchmark_data_viewer, sn_change_read, sn_change_write, sn_cimaf.sn_cimaf_read, sn_cmdb_user, sn_comm_management.comm_plan_viewer, sn_data_kit.analyst, sn_dex_desktop.notification_template_admin, sn_diagram_builder.db_read, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_incident_read, sn_incident_write, sn_itam_recomm.recommendations_read, sn_itsm_aia.sn_aia_chg_conflict, sn_itsm_aia.sn_aia_chg_quality, sn_itsm_aia.sn_aia_chg_schedule, sn_itsm_contact_query, sn_mcp_client.viewer, sn_nb_action.next_best_action_user, sn_nowassist_admin.user, sn_now_canvas_ai.interactive_view_user, sn_pren.experience_issue_read, sn_problem_read, sn_problem_write, sn_prompt_assist.prompt_developer, sn_publications_recipients_list_user, sn_publications_recipients_user, sn_query_gen.user, sn_reacf.sn_remedial_action_read, sn_request_approver_read, sn_request_read, sn_request_write, sn_skill_builder.viewer, sn_sla_definition_query, sn_sow.it_agent_dashboard_user, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_uib_collab.user, sn_uxc_gen_ai.sn_aia_sla_explain, survey_reader, task_editor, template_editor, template_read_global, tracked_file_reader, view_changer, viz_creator, workspace_user | | 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 | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | Triage and categorize ITSM incident | [Table 1. Configuration] Learn more about IT Service Management at [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US). .