---
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 ticket actionable steps generation AI agent

# Network ticket actionable steps generation AI agent {#ariaid-title1}

Release version: Australia  
Updated October 22, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The agent generates actionable resolution steps for a network incident from similar past incidents, and falls back to generic steps when no similar incidents exist. The user can change the steps before the agent adds them to the work notes of the incident.

## Workflow {#tmt-network-ticket-actionable-steps-generation-ai-agent__veapxjdybbep}

The agent proposes resolution steps for a network incident and records the steps the user accepts.

1. Retrieve the resolution steps for the incident, and retrieve generic resolution steps when none are found.
2. Display the resolution steps to the user.
3. Ask the user whether to change the suggested steps, and collect the updated steps when the user wants to change them.
4. Add the resolution steps to the work notes of the incident and confirm that they were added.
{#tmt-network-ticket-actionable-steps-generation-ai-agent__ol_trt_nse_tpq}  
{#tmt-network-ticket-actionable-steps-generation-ai-agent__veapxjdybbep__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 :   Get generic resolution steps for network incident :   Get resolution steps for network incident Script :   Add to incident work notes |
| 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).