--- 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 --- # Preliminary troubleshooter AI Agent V2 # Preliminary troubleshooter AI Agent V2 {#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 Preliminary troubleshooter AI Agent V2 The Preliminary troubleshooter AI Agent V2 automates task triage by retrieving relevant knowledge articles and similar historical tasks, then consolidates this information into a resolution plan with recommended next steps. This plan, along with any customer payment details, is documented in the work notes of the task. This agent helps ServiceNow customers accelerate issue resolution and improve service efficiency by providing actionable guidance directly within tasks. Show full answer Show less ## Workflow * The agent receives task details, validation status, and payment status from the orchestrator. * If task validation status is STOP, the summary is built solely from the validation response. * It retrieves matching knowledge articles based on the task's short description. * It also fetches similar historical tasks and their resolution methods. * Combines these inputs to generate a resolution plan or reports if no plan can be formulated. * The finalized summary includes payment status and recommended next steps. * The summary is written to the task's work notes and the outcome is reported back to the orchestrator. ## Configuration Key configurable options include: * **Allow third party access:** Enables external AI agents to use this agent; default is off. * **Allow AI specialists access:** Enables AI specialists to access advanced configuration tools; default is off. * **Manage long-term memory:** When enabled, previous user interactions provide context for the large language model, enhancing responses; default is off. These settings are managed via the AI Agent configurations table and the system property `snaia.ltm.enablelongtermmemory`. ## Tools and Access * Tools utilized include updating task work notes, retrieving similar tasks, and fetching relevant knowledge articles. * No specific user roles or data access roles are pre-defined, allowing flexible assignment based on organizational needs. * Triggers are optional and can be configured by administrators to automate agent invocation. ## Usage and Integration This AI agent can be integrated into Virtual Agent or ServiceNow Otto panels through the Assistant Designer. It supports agentic workflows such as Preliminary troubleshooter and is aligned with Customer Service Problem Management practices, assisting customers in efficiently resolving service tasks. The agent triages a task by retrieving relevant knowledge articles and similar historical tasks, and consolidates them into a resolution plan with recommended next steps. It writes the plan, along with any customer payment information, to the work notes of the task. ## Workflow {#tmt-preliminary-troubleshooter-ai-agent-v2-ai-agent__rhudklvyltxw} The agent builds a consolidated resolution plan for a task and records it in the work notes. 1. Receive the task details, the task validation status, and the payment status from the orchestrator. 2. Build the summary from the validation response alone when the task validation status is STOP. 3. Retrieve the knowledge articles that match the short description of the task. 4. Retrieve similar historical tasks and the resolution approaches that resolved them. 5. Generate a resolution plan from the knowledge articles and the similar tasks, and report that no plan could be produced when neither is available. 6. Format the consolidated summary with the payment status and the recommended next steps. 7. Write the summary to the work notes of the task and report the result to the orchestrator. {#tmt-preliminary-troubleshooter-ai-agent-v2-ai-agent__ol_exx_ava_iua} {#tmt-preliminary-troubleshooter-ai-agent-v2-ai-agent__rhudklvyltxw__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 | Script : Update task work notes Tool : Get Similar Tasks : 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. | Not defined. | | 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 | Preliminary troubleshooter | [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).