--- 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 --- # Generate resolution plan # Platform Generate resolution plan agentic workflow {#ariaid-title1} Release version: Australia Updated October 27, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 Generate resolution plan agentic workflow TheGenerate resolution plan agentic workflowin ServiceNow automates the process of resolving tasks by fetching task record details, generating resolution summary steps, and updating comments or work notes. This AI-driven workflow is designed to handle complex logic even with minimal input, using AI agents, tools, and triggers provided by AI applications. It is activated by enabling triggers and displaying the workflow within the ServiceNow Otto panel. Show full answer Show less To customize the workflow's instructions, you must duplicate the existing workflow, modify it as needed, and activate the duplicate version. Access to features depends on your ServiceNow license tier. ## Prerequisites and Setup * You must have **ServiceNow Otto for Platform** installed, which comes with any AI application installation. * **Group Action Framework (GAF)** must be configured to ensure the workflow functions correctly. * The required role to access the workflow is `snuxcgenai.platformaigrpworkflow`. Role masking controls user access, and additional roles may be needed for data access (e.g., `itil` for Incident records). ## Configuration Settings for the workflow are managed via the **Now Assist Skill Config Var Set** within the Platform AI Agents and Skills scope. Key configurable options include: * UI action button display and label for reviewing generated resolution plans. * Search mode selection (Keyword, Semantic, Hybrid) for Next Best Action recommendations. * Inclusion of the Decomposition Agent for breaking down resolution steps. * Use of web search to supplement resolution data. * Profiles and thresholds for AI search relevance and data access via GAF or AIS fields. * Tables and related lists specifying the records the AI agents analyze. When both AIS and GAF configurations are present, GAF settings take precedence during execution. ## Access and Usage * Access the workflow in **AI Agent Studio** under Agentic Solutions via the Agentic workflows tab. * The workflow includes AI agents with detailed descriptions, roles, steps, and tools accessible from the guided setup. * The workflow can be used from the Core UI and workspaces through the AI Activity panel, allowing users to track progress, provide inputs, and review outputs. * UI actions can be enabled for ease of workflow access. Ensure the system property `com.glide.agenticprocessesview.enabled` is set to true for UI actions to appear. ## Testing Testing is available via the AI Agent Studio Testing page for users with the `sn.aiaadmin` role and other security roles. Manual tests can be started using sample utterances such as: * "Generate resolution plan for INC0001" * "Create detailed resolution steps for INC0001" * "Resolve INC0001" Automated evaluations can be run to analyze multiple execution logs. ## Post-Upgrade UI Action Guidance After upgrading, existing UI actions related to the workflow may require recreation: * Deactivate old UI actions found in the UI Action \[sysuiaction\] table. * Repair the `sn-ai-engagement-experience` plugin. * Confirm the system property `com.glide.agenticprocessesview.enabled` is enabled. * Add new UI actions via AI Agent Studio in the Channels section. ## AI Agents in the Workflow * **Next Best Action Recommendation AI Agent:** Identifies resolution steps by referencing similar tasks and knowledge articles. Requires role `snuxcgenai.platformainextbestaction`. * **Resolution Task Generation AI Agent:** Breaks down resolution steps into actionable substeps and creates records. Requires role `snuxcgenai.platformairesolutionactionaiagent`. Ensure each AI agent is activated by enabling its status toggle in AI Agent Studio. Use the Platform Generate resolution plan agentic workflow to fetch task record details, generate resolution summary steps, and update comments or work notes. ## Generate resolution plan overview The Generate resolution plan agentic workflow can help resolve tasks by collecting record details and generating resolution summaries that can be added to comments or work notes. Due to the dynamic nature of AI agents, this agentic workflow can be used for tasks that require complex logic even when provided with minimal details. The agents, tools, and triggers that are associated with the Generate resolution plan 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 making triggers active and setting the display settings to include the ServiceNow Otto panel. If you want to change this agentic workflow's instructions, you must [duplicate it](https://www.servicenow.com/docs/fagMeD~OOuolK9sjESdaLA "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow 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, which you can get if you install any other AI application. For this agentic workflow to behave as expected, you must also configure Group Action Framework (GAF). See [Set up AI Search for Group Action Framework](https://www.servicenow.com/docs/a1DromQkQu4HmQqEXzAaSw "Configure AI Search to enable Group Action Framework (GAF) to improve quality and consistency of agentic AI and generative AI on the ServiceNow AI Platform.") and [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 more information on getting started with GAF. ## Role filtering Required role: sn_uxc_gen_ai.platform_ai_grp_workflow. 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 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 Generate Resolution Plans Skill Config. * In the Now Assist Skill Config Var Set related list, select the configuration variable set you want to edit. * Set the variables for the configuration type. * Save the Var Set. The Generate resolution plan configuration variable set includes the following variables. You can configure either the AIS fields or the GAF field for determining how the agentic workflow gathers what work the user has. If you configure both, GAF takes priority when running the agentic workflow. For more information about GAF, 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."). {#resolve-requests__entry__3} | Config field | Description | Default value | |-|-|-| | Show button | Display a UI action for reviewing a generated resolution plan | Enabled | | Button label | Label for the UI action button to review a generated resolution plan | Review | [Table 1. Review button params configuration] {#resolve-requests__entry__11} | Config field | Description | |-|-| | Search Mode | Options include Keyword, Semantic, or Hybrid. Keyword-based searches look at individual phrases, while semantic-based searches rely on the phrasing of utterances as well. Hybrid utilizes both strategies. Default: Keyword | | Include Decomposition Agent in the workflow | Determines whether the Decomposition Agent, one of the agents in the workflow, is used. If this is unselected, the Next best action recommendation AI agent still runs. | | use_websearch | Enables the agentic workflow to use web searches to help collect relevant information for generating the resolution plan | | AIS Semantic Indexed Names | ???A | | script_to_run | Optional script to run when the Next best action recommendation AI agent executes | | save_activity | Determines whether a tool creates an activity record on the sys_aia_agent_execution_activity table when saving resolution notes | | AIS Search Profile | Profile for AI search, such as ServiceNow Otto for Virtual Agent. | | Return Fields | Field values returned from identified relevant records | | GAF Config | Group Action Framework grouping configuration record, which is a collection of groups of records to make searching easier | | AIS Search Fields | Fields used by AI Search to determine what work a user has | | AI Search Matching Threshold | Threshold value for whether AI Search considers a record to be related and relevant | | Table | Table which has the records you want to generate resolution plans for | | Related List Tables | Tables which contain related records that you want the AI agent to explore before generating resolution plans | [Table 2. Next Best Action Recommender configuration] ## Accessing the Generate resolution plan 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 Generate Resolution Plan. {#resolve-requests__ol_rr_acc_new} To access the agentic workflow in the legacy AI Agent Studio: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Generate Resolution Plan. 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 Generate Resolution Plan 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, enter these or similar phrases in the ServiceNow Otto panel to trigger the workflow. You must have the sn.now_assist_panel_user role to run the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role. * Generate resolution plan for INC0001 * Create detailed resolution steps for INC0001 * Resolve INC0001 ## UI action After upgrading to the latest version of the Generate resolution plan agentic workflow, previous UI actions associated with the workflow may need to be recreated. 1. Find the UI action in the UI Action \[sys_ui_action\] table by searching for "Generate Resolution Plan". 2. Deactivate the existing UI action. 3. Repair the sn-ai-engagement-experience plugin. 4. Ensure that the com.glide.agentic_processes_view.enabled system property is enabled. 5. Open the agentic workflow in AI Agent Studio, scroll down to the Channels section, and add a new UI action. ## AI agents used in the Generate resolution plan agentic workflow The following table lists the agents that are used in the Generate resolution plan 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. {#resolve-requests__entry__40} | AI agent name | AI agent description | Role required | |-|-|-| | Next best action recommendation AI agent | Identifies the steps for resolving tasks by referencing the similar task details and reviewing knowledge articles. | sn_uxc_gen_ai.platform_ai_next_best_action | | Resolution Task Generation AI agent | Analyzes and breaks down each previous resolution step into smaller, actionable substeps, then creates records | sn_uxc_gen_ai.platform_ai_resolution_action_ai_agent | [Table 3. AI agents names and descriptions in the Generate resolution plan agentic workflow] ## Other Platform agentic workflows For more information on other agentic workflows 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