Platform Issue Readiness AI agent
Summarize
Summary of Platform Issue Readiness AI agent
The Issue Readiness AI agent evaluates the state of tasks to determine their readiness for work. By analyzing record information, it identifies whether all necessary details are present, allowing fulfillers to focus on actionable tasks without the burden of manual checks for pending issues or approvals.
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Key Features
- Automated Analysis: The AI agent assesses records to confirm they contain all relevant information, streamlining the workflow process.
- Improved Efficiency: Reduces the need for back-and-forth communication regarding task readiness, allowing fulfillers to prioritize actionable work.
- Role Masking: Access is controlled through specific roles associated with the Now Assist applications, ensuring that only authorized users can utilize the agent.
Prerequisites and Setup
To utilize the Issue Readiness AI agent, the Now Assist Agent for Platform must be installed. Configuration of security controls for user access is necessary, including adding roles that permit reading the relevant tables, such as the itil role for Incident records.
Accessing and Testing the AI Agent
To access the agent, navigate to All > AI Agent Studio > Create and manage and select the AI Agents tab. For testing, users with the sn.aiaadmin role can manually execute tests using various queries in the AI Agent Studio.
Example queries include:
- Is INC001234 ready for work?
- Do I have enough details on CSM0001234 to start?
The Issue Readiness AI agent analyzes the current state of a task to assess and determines whether it is ready to be worked on.
Issue Readiness AI agent overview
The Issue Readiness AI agent takes the information on a record, analyzes it, determines whether all relevant information is present on the record, and makes a decision about whether the task is ready for work. Using the AI agent can help fulfillers focus on actionable work by reducing manual checks for missing supporting details or back-and-forth conversations. Instead of having to check whether tasks are waiting on pending approvals or unanswered questions, fulfillers can see what actionable work is available and prioritize it.
Prerequisites and setup
To access this AI agent, you must have Now Assist Agent for Platform installed on your instance, which is installed with any other Now Assist application, such as Now Assist for IT Service Management (ITSM).
Role masking
Required role:
AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.
In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to evaluate for readiness. For example, you can add the itil role to the AI agent's list of approved roles so that it can access Incident records.
Accessing the Issue Readiness AI agent
- Navigate to .
- Go to the AI Agents tab.
- Select Issue Readiness.
Testing the Issue Readiness AI agent
You can manually test the AI agent execution on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured in the security controls. Select the AI agent, start a manual test, and use utterances in the Task field like the ones below.
Sample utterances
After the agent has been activated in AI Agent Studio, enter phrases such as the following or similar queries to run the AI Agent in Virtual Agent, the Now Assist panel, or Microsoft Teams.
- Is INC001234 ready for work?
- Do I have enough details on CSM0001234 to start?