Viewing the agentic process in contextual side panel

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Select the Agentic Processes () icon from the contextual side panel of an incident record to review the progress or results of AI workflows that were triggered for the record.

    Hinweis:

    This option is available only if:

    • The IT Service Management for AI Agent Collection [sn_itsm_aia] 5.1 is activated.
    • The incident record is created and saved.
    • The Service Operations Workspace (SOW) for ITSM application is updated to 8.4 version.
    From the side panel, you can do the following:
    • Filter and view the AI processes that are triggered for the incident record based on the following status:
      • Input required: List of AI process for which you must enter input or required information manually to proceed further.
      • In Progress: List of AI process that are in progress.
      • Ready for review: List of AI process that are ready for the agent to review, verify the results and take appropriate actions.
      • Completed: List of AI process that are already completed.
      • Failed: List of AI process that could not be completed or failed due to errors.
      • Cancelled: List of AI process that are aborted by the agent.
    • View the steps executed and the AI tools used as part of the AI process.
    • View the historical data of the AI processes executed for the incident record.
    • Take appropriate actions on the AI process with status such as Input required and Ready for review.

    The header section of the incident record in Service Operations Workspace (SOW) displays a Now Assist AI (AI notification)icon to indicate AI presence in the instance and an AI agent working on the incident record. You can also select the icon to view the information regarding the AI processes executed. However, to view more information regarding the AI process, you must review it from the Agentic Processes side panel of an incident record.