Triage cases planner AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent triages cases. It takes appropriate actions based on the record's sentiment and intents. It is intended for agents and end-users who need assistance in resolving queries efficiently, as well as assessing a record for possible case creation.

    Workflow

    The agent helps users complete tasks related to triage cases planner.
    1. Invoke the context validator AI agent to validate the record.
    2. If the sentiment is negative, use the case creation AI agent to create a case. If the sentiment is neutral or positive, proceed to step 3.
    3. Invoke the informational queries AI agent to process informational intents.
    4. Invoke the transactional queries AI agent to process the list of transactional intents.
    5. Invoke the case creation AI agent from the team to create the case.
    6. Generate a customer reply.
    7. Invoke the email response AI agent to generate and send an email response.
    8. Generate the execution overview and add it to the case work notes.
    Table 1. Configuration
    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.
    Tools
    Script
    Generate Customer Reply Content
    Get list of intent of specific type
    Flow Action
    Update source record worknotes
    Agent roles (ACLs) sn_esm_agent
    Data access roles sn_esm_agent
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Not applicable.

    Learn more about Customer Service Management at Customer Service Management.