--- 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 --- # Network correlation monitor AI agent # Network correlation monitor AI agent {#ariaid-title1} Release version: Australia Updated October 22, 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 Network correlation monitor AI agent The Network correlation monitor AI agent helps ServiceNow customers efficiently manage network incidents by identifying the impacted network services, customer accounts, and products. It correlates incidents with existing service problem cases and, with user approval, creates a major service problem case that links the related incidents and cases. Additionally, it can generate child cases for each affected account, streamlining problem management in network operations. Show full answer Show less ## Key Features * **Incident Impact Identification:** Automatically detects affected network services, customer accounts, and products related to a network incident and updates the incident accordingly. * **Service Problem Correlation:** Searches for recent service problem cases associated with the impacted products and presents these to the user for review. * **Major Service Problem Case Creation:** Upon user approval, creates a major service problem case linking the incident and related problem cases, enabling consolidated tracking and resolution. * **Child Case Generation:** Offers the option to create individual child problem cases for each affected customer account, facilitating detailed problem management. * **User Interaction and Approval:** Ensures human oversight by requesting approval before creating major cases and child cases, maintaining control over automated actions. * **Configuration Options:** Allows enabling access for third-party AI agents and AI specialists, managing long-term memory for context retention, and defines user roles for access control. * **Supporting Tools and Workflows:** Utilizes flow actions and scripts to create and update problem cases, retrieve affected accounts/products, and link records for comprehensive incident correlation. ## Practical Benefits for ServiceNow Customers * **Improved Incident Management:** Quickly identifies the scope of network incidents and related customer impact to prioritize and manage issues effectively. * **Consolidated Problem Tracking:** Major cases link multiple incidents and service problems, reducing duplication and enhancing visibility across affected services and accounts. * **Enhanced Customer Service:** Child cases per account enable targeted resolution and communication tailored to each customer's affected services. * **Configurable Access and Automation:** Administrators can control which users and AI agents have access, ensuring security and compliance while leveraging AI capabilities. * **Integration with Virtual Agent and Otto:** Supports deployment in conversational interfaces for streamlined user interaction and operational workflows. The agent identifies the network services, customer accounts, and products that a network incident affects. It checks for service problem cases created recently and, with the user's approval, creates a major service problem case, links the incident and related cases to it, and creates child cases for the affected accounts. ## Workflow {#tmt-network-correlation-monitor-ai-agent__pegrlazapbod} The agent correlates a network incident with the accounts and service problem cases it affects, and creates a major service problem case for them. 1. Identify the affected network services, customer accounts, and products for the incident, and update the incident with the impacted services. 2. Display the affected accounts and the affected products to the user. 3. Find the service problem cases created for the affected products in the last few minutes, and display each case found with its affected product names. 4. Ask the user whether to create a major service problem case when no cases are found. 5. Create the major service problem case, which requires human approval. 6. Link the incident and the recent service problem cases to the major case, and display the major case number as a hyperlink. 7. Ask the user whether to create child cases, and create a problem case for each affected account when the user agrees. 8. Display the number of child cases created and a summary of the steps taken. {#tmt-network-correlation-monitor-ai-agent__ol_vhy_zip_nqc} {#tmt-network-correlation-monitor-ai-agent__pegrlazapbod__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 | Flow Action : Create New Problem Case : Get Service Problem Cases Created in the Last x min Script : Create Major Service Problem Case : Get Incident Affected Accounts and Products : Update Major Case with Link Incident and Cases | | Allowed user roles The specific user roles that can access this AI agent. | Not defined. | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_tmt_agentic_ai.sn_incident_noc_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 | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Analyze network incidents | [Table 1. Configuration] Learn more about Customer Service Problem Management at [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US).