--- 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 resolution AI agent # Network ticket resolution 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 ticket resolution AI agent The Network ticket resolution AI agent streamlines the process of troubleshooting network incidents by collecting incident details, analyzing related alerts, and retrieving relevant knowledge articles. It supports users in efficiently resolving network tickets by summarizing alerts and suggesting helpful documentation, which can be optionally added to the incident work notes. Show full answer Show less ## Workflow * The agent starts by collecting the incident number and any specific details related to the network incident. * If incident details are not found, it prompts the user to confirm the incident number. * It analyzes the alert associated with the incident and generates a summary. * The user can choose to add this alert summary to the incident's work notes. * The agent searches for knowledge articles matching the incident's short description and displays them. * The user decides whether to continue investigating or add these articles to the work notes, with an option to update the work notes accordingly. ## Configuration and Access Controls * **Third-party Access:** Can be enabled or disabled to allow external AI agents to use this agent (default is disabled). * **AI Specialist Access:** When enabled, AI specialists gain additional configuration options for input-output mapping (default is disabled). * **Long-term Memory:** Optional setting to use previous user interactions as context for large language model (LLM) processing (default is disabled). These settings are managed through the AI Agent configurations and system properties within the ServiceNow platform. ## Tools and Roles * The agent utilizes flow actions and scripts for retrieving incident details, performing telecom alert analysis, updating work notes, and fetching relevant knowledge articles. * Access is controlled by specific user roles, notably the `sntmtagenticai.snincidentnocuser` data access role, ensuring appropriate permissions for data retrieval and actions. ## Integration and Usage This AI agent can be integrated with ServiceNow Virtual Agent or the Otto AI assistant panel via the Assistant Designer, enabling a conversational interface for network incident analysis. Administrators can optionally define triggers to invoke this agent automatically within workflows, enhancing automation capabilities. ## Benefits for ServiceNow Customers * Automates and accelerates network incident resolution by providing concise alert summaries and relevant knowledge resources. * Improves accuracy and consistency in incident documentation through optional automated updates to work notes. * Supports collaboration by allowing users to review and decide which information to include in incident records. * Flexible configuration ensures alignment with organizational security and operational policies regarding AI agent access and data handling. The agent collects the details of a network incident, analyzes the associated alert to produce a summary, and finds knowledge articles relevant to the incident. The user chooses whether to add the alert summary and the articles to the work notes of the incident. ## Workflow {#tmt-network-ticket-resolution-ai-agent__ysfqrikenjbx} The agent gathers the information the assigned user needs to troubleshoot a network incident. 1. Collect the incident number and any specific request details for the incident. 2. Retrieve the incident details, and ask the user to confirm the incident number when no details are found. 3. Analyze the alert associated with the incident and display the alert summary. 4. Ask the user whether to add the alert summary to the work notes of the incident, and update the work notes when the user agrees. 5. Find the knowledge articles that match the short description of the incident and display them. 6. Ask the user whether to continue investigating the incident or to add the knowledge articles to the work notes. Also, ask the user whether to update the work notes when the user chooses to add them. {#tmt-network-ticket-resolution-ai-agent__ol_kkk_npl_afm} {#tmt-network-ticket-resolution-ai-agent__ysfqrikenjbx__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 details of network incident : Perform telecom alert analysis Script : Add to incident work notes Tool : Get Relevant Knowledge Articles | | 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).