--- 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 --- # Ticket readiness AI agent # Ticket readiness 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 Ticket readiness AI agent The Ticket readiness AI agent automates the prediction and recommendation of key fields for network incidents in ServiceNow. It analyzes historical incident data to suggest the category, subcategory, assignment group, short description, and detailed description for new network incidents. Additionally, it estimates resolution duration, compares it to the incident's SLA duration, and advises prioritization if needed. Users can review and accept these recommendations, which are then applied to the incident record or added to work notes. Show full answer Show less ## Key Features * **Field Recommendations:** Suggests incident attributes based on similar past incidents to streamline ticket creation and improve accuracy. * **Resolution Time Estimation:** Predicts a resolution duration range and compares it with SLA to guide prioritization. * **User Interaction:** Displays recommendations allowing users to accept changes before updating the incident or work notes. * **Configuration Options:** Controls for enabling third-party AI access, AI specialist access with enhanced configuration, and long-term memory to utilize past interactions for better context. * **Integration with ServiceNow Tools:** Uses flow actions and scripts to retrieve incident data, categories, assignment groups, and update records accordingly. * **Access Control:** Governed by specific user roles for both AI agent access and data access, ensuring secure and appropriate usage. * **Extensibility:** Supports optional triggers and integration with Virtual Agent or ServiceNow Otto panel assistants for workflow automation. ## What This Enables for ServiceNow Customers By leveraging this AI agent, ServiceNow customers can accelerate incident handling by automatically suggesting accurate ticket details and resolution expectations. This reduces manual effort, improves incident classification consistency, and helps teams prioritize based on SLA compliance. The agent's configurable access and integration options allow organizations to tailor its use to their governance and operational workflows, enhancing overall incident management efficiency. The agent predicts the category, subcategory, assignment group, short description, and description for a network incident from similar historical incidents. It also estimates the resolution duration and retrieves the SLA duration, then updates the incident or its work notes with the recommendations the user accepts. ## Workflow {#tmt-ticket-readiness-ai-agent__cyczvbkwtwqo} The agent recommends field values for a network incident based on similar incidents, and records the recommendations the user accepts. 1. Retrieve the available categories and assignment groups. 2. Search for incidents similar to the current incident, and tell the user when no similar incidents are found. 3. Recommend the category, subcategory, assignment group, short description, and description from the similar incident data, and derive a resolution duration range. 4. Retrieve the SLA duration for the incident, and tell the user to prioritize the incident when the SLA is shorter than the minimum resolution duration. 5. Display the recommendations and ask the user whether to change them. 6. Update the incident or the work notes of the incident with the recommendations, as the user chooses. {#tmt-ticket-readiness-ai-agent__ol_yxz_iws_wkf} {#tmt-ticket-readiness-ai-agent__cyczvbkwtwqo__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 Incident SLA Duration : Get similar incident data for network incident Script : Choices for categories : Choices for subcategories : Get Assignment Groups : Get details of Incident : Update Incident : Update 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).