---
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


---

# Process task closure

# Platform Process task closure agentic workflow {#ariaid-title1}

Release version: Australia  
Updated October 27, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
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## Summary of Platform Process task closure agentic workflow

The Process task closure agentic workflow automates the review and closure of open tickets by screening them based on priority, sentiment, age, and status to identify those eligible for closure.
It then guides a human agent through reviewing each flagged ticket, displaying key details and providing a link to the full ticket.
Agents can add customer-facing updates, attach knowledge articles, generate reports, and use automatic drafting of resolution notes before final closure confirmation.
This workflow reduces manual effort while ensuring agents remain in control of ticket closure.
Show full answer Show less  

## Prerequisites and Setup

* Requires the ServiceNow Otto for Platform AI application installed.
* Users must have the **snuxcgenai.taskclosureworkflow** role to access the workflow.
* Security controls should be configured to include necessary roles for user access and data access, such as the *itil* role for incident records.
* Configuration settings for eligibility criteria and behavior can be customized via the **Now Assist Skill Config Var Set** in the Platform AI Agents and Skills scope.

## Key Configuration Elements

* **Closure state:** Defines the task state after closure (e.g., Closed Complete for tasks, Closed for incidents).
* **Eligibility state:** Specifies which task states qualify for closure evaluation (e.g., In Progress, Resolved, On Hold).
* **Activity journal fields:** Determines which task activity fields the workflow considers when evaluating eligibility (default: worknotes, comments).
* **Activity limit and eligibility limit:** Set limits on the number of activities and tickets evaluated to optimize performance (default: 10 each).

## Accessing and Using the Workflow

* Accessible in AI Agent Studio under Agentic Solutions \> Agentic workflows \> Process task closure.
* The guided setup shows included AI agents and tools, which must be activated by enabling their Status toggles.
* Human agents trigger the workflow via the ServiceNow Otto panel with commands like "Close my tasks" or "Close all tickets."
* Testing is available manually or through automated evaluations in AI Agent Studio for users with the appropriate admin roles.

## AI Agents Involved

The workflow uses the **Task Closure Eligibility AI Agent** to evaluate tasks for closure eligibility using the same criteria as the workflow itself. This agent requires the **snuxcgenai.taskclosureworkflow** role and must be activated within AI Agent Studio.

## Benefits for ServiceNow Customers

* Automates and streamlines the ticket closure process, saving time and reducing manual workload.
* Maintains agent control with guided review and options to update customers, attach knowledge, and generate reports.
* Ensures consistent application of closure criteria and documentation through AI assistance.
* Flexible configuration allows adaptation to specific organizational processes and roles.  
The Process task closure agentic workflow reviews open tickets to identify ones eligible for closure, then guides a human agent through reviewing and closing.

## Process task closure overview

The Process task closure agentic workflow screens open tickets by priority, sentiment, age, and status to flag which are eligible for closure. After the list is determined, the agentic workflow then walks a human agent through each eligible ticket. Each ticket appears as a card showing its key details and a link to the full ticket for review. When closing a ticket, human agents can elect to add a customer-facing update, attach a knowledge article, or generate task reports. If a ticket lacks resolution notes, the workflow can draft them automatically before a final closure confirmation, and it wraps up with a summary of every ticket's outcome. This keeps human agents in control while cutting the manual work of reviewing and documenting ticket closures.

The agents, tools, and triggers that are associated with the Process task closure 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.  
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.

## Role filtering

Required role: sn_uxc_gen_ai.task_closure_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 close. 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 Task Closure Skill Config.
* In the Now Assist Skill Config Var Set related list, select Task Closure Eligibility Agent.
* Edit the variable values.
* Save or update the record.

{#task-closure__entry__2}

| Config field | Description |
|-|-|
| Closure state | Value of the state that the task should be set to after confirmation and approval of task closure. Consult your table's State field entry on the Dictionary \[sys_dictionary\] table for the value. Default: * task: 3 (Closed Complete) * incident: 7 (Closed) * problem: 7 (Closed) * change_request: 3 (Closed) |
| Eligibility state | Value of the state of tasks eligible for closure. Default: * task: 2 (In Progress), 6 (Resolved) * incident: 2 (In Progress), 3 (On Hold), 6 (Resolved) * problem: 2 (Assess), 3 (Root Cause Analysis), 4 (Fix In Progress), 6 (Resolved) * change_request: -4 (Assess), -2 (Scheduled), -1 (Implement), 0 (Review) |
| Activity Journal Fields | Fields that count as valid activity for the agentic workflow to consult when determining eligibility. Activity notices for field changes (such as when a task changes from Ready to Work in progress) are filtered out of consideration. Default: work_notes,comments |
| Activity Limit | Number of activities consulted for eligibility consideration. If the total number of activities on a task exceeds the activity limit, the most recent activities are used. Default: 10 |
| Eligibility Limit | Number of tickets to consider for closure. If the total number of tickets assigned to an agent exceeds the elgibility limit, the most recent tickets are evaluated. Default: 10 |
[Table 1. Process task closure configuration]

## Accessing the Process task closure 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 Process task closure.

{#task-closure__ol_tc_acc_new}

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.

## Testing the Process task closure 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.

* Close my tasks
* Close all tickets
* Set my tickets to close

## AI agents used in the Process task closure agentic workflow

The following table lists the agents that are used in the Process task closure agentic workflow.  
Important:  
In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
{#task-closure__entry__15}

| AI agent name | AI agent description | Role required |
|-|-|-|
| Task Closure Eligibility AI Agent | Evaluates task to possible closure based on the same criteria as the workflow overall. | sn_uxc_gen_ai.task_closure_workflow |
[Table 2. AI agents names and descriptions in the Process task closure 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.").

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