--- 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 --- # Post incident review AI agent # Post incident review 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 Post incident review AI agent The Post incident review (PIR) AI agent in ServiceNow Australia release automates the creation of comprehensive post-incident review reports following the resolution of major incidents. It helps users analyze incident details, identify root causes, assess impacts, and generate actionable recommendations to prevent recurrence. Show full answer Show less This AI agent supports users in reviewing and revising the PIR report, which is structured into four key sections: Executive Summary, Customer/Service Impact, Detailed Technical Summary, and Action Items \& Prevention. ## Key Features * **Incident Data Collection:** Automatically gathers essential incident information including descriptions, assignment groups, categories, services, configuration items, resolution notes, business impact, and activities. * **Related Records Integration:** Collects child incidents and other related records to provide a complete context for the review. * **Report Generation:** Produces a detailed PIR report structured into four sections for clarity and actionable insights. * **User Feedback Loop:** Enables users to provide feedback on the generated report, which can then update the incident record accordingly. * **Access and Configuration Controls:** Admins can configure access permissions for third-party AI agents and AI specialists, manage long-term memory settings for context retention, and control user roles that can interact with the agent (including itil and majorincidentmanager roles). * **Integration with ServiceNow Otto AI Panel:** The agent can be enabled within the Otto AI interface for seamless workflow integration. ## Practical Benefits for ServiceNow Customers * **Efficiency:** Automates the labor-intensive process of compiling post-incident reports, freeing IT teams to focus on resolution and prevention. * **Consistency:** Ensures all major incidents are reviewed with a standardized report format, improving communication and documentation quality. * **Actionable Insights:** Facilitates identification of root causes and recommended preventive actions to reduce future incident risk. * **Governance and Compliance:** Provides audit-ready documentation of major incident reviews to support compliance and continuous improvement initiatives. ## Configuration and Usage Notes The agent's behavior and accessibility are controlled through specific configurations in the AI Agent configs table and system properties. For example, enabling third-party or specialist access unlocks additional features and customization options. User roles and data access roles govern who can use the agent and what data it can access, safeguarding sensitive information. Admins may optionally define triggers to activate the agent automatically as part of incident workflows, enhancing automation capabilities. This AI agent generates a post-incident review report for the user to review and revise after a major incident report. ## Workflow {#itsm-post-incident-review-ai-agent__zsmdlwierhjt} A post-incident review (PIR) report is a comprehensive document created after a major incident or disruption has been resolved. Its purpose is to analyze what happened, understand the root causes, and assess the impact of the incident, while also providing actionable recommendations for preventing future occurrences. The report should contain 4 sections: Executive Summary section, Customer / Service Impact section, Detailed Technical Summary section, and Action items \& Prevention section. 1. Collect the details about the major incident, including short description, description, assignment group, assigned to, category, subcategory, service, configuration item, resolution notes, business impact, and activities. 2. Collect child incidents and related records. 3. Generate a post-incident review report with four sections. 4. Collect feedback on the report from the user. 5. Update the incident record. 6. Acknowledge the result and conclude the conversation. {#itsm-post-incident-review-ai-agent__ol_hcp_qwx_njc} {#itsm-post-incident-review-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 : Fetch incident details : Get child incident details : Get related records : Update post incident summary to major 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. | itil, major_incident_manager, 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 | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | Post incident review report | [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).