Platform Generate resolution plan agentic workflow

  • Release version: Australia
  • Updated April 1, 2026
  • 6 minutes to read
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    Summary of Platform Generate resolution plan agentic workflow

    The Platform Generate resolution plan agentic workflow enables ServiceNow customers to automate the resolution of tasks by fetching task record details, generating detailed resolution summary steps, and updating comments or work notes accordingly. It leverages AI agents and tools provided by Now Assist applications, allowing handling of tasks requiring complex logic even with minimal input. This workflow is activated by enabling triggers and the Now Assist panel display settings.

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    Prerequisites and Setup

    • Now Assist for Platform must be installed; installing other Now Assist apps (e.g., for ITSM) also provides access.
    • Group Action Framework (GAF) configuration is necessary for proper workflow behavior.
    • Users require the snuxcgenai.platformaigrpworkflow role and appropriate role masking and security controls configured to access relevant records (e.g., itil role for Incident records).

    Configuration

    Settings for the workflow can be customized in the Now Assist Skill Config Var Set within the Platform AI Agents and Skills scope. Key configurable elements include:

    • UI action button visibility and label for reviewing generated resolution plans.
    • Search mode options (Keyword, Semantic, or Hybrid) for retrieving relevant information.
    • Inclusion or exclusion of the Decomposition Agent, which breaks down resolution steps into actionable substeps.
    • Enabling web search to enhance information gathering.
    • Parameters controlling AI search profiles, search thresholds, and tables used to gather task-related data.

    When both AIS and GAF fields are configured, GAF takes precedence in determining the user's work context.

    Accessing and Using the Workflow

    • Access the workflow via AI Agent Studio > Create and manage > Generate Resolution Plan.
    • Review included AI agents and their roles, steps, and tools through the guided setup.
    • Use the AI Activity panel in the Core UI or workspaces to track workflow progress, provide input, and review results.
    • Enable UI actions for easy user access by configuring the workflow’s Select channels and access step and ensuring the system property com.glide.agenticprocessesview.enabled is true.

    Testing

    Testing can be performed manually or via automated evaluation in AI Agent Studio. Users with the sn.aiaadmin role can run tests using sample utterances such as:

    • "Generate resolution plan for INC0001"
    • "Create detailed resolution steps for INC0001"
    • "Resolve INC0001"

    Users require the sn.nowassistpaneluser role to run the workflow from the Now Assist panel.

    AI Agents Involved

    The workflow uses specific AI agents to generate resolution plans:

    • Next best action recommendation AI agent: Identifies resolution steps by referencing similar tasks and knowledge articles (role required: snuxcgenai.platformainextbestaction).
    • Decomposition Agent: Breaks down resolution steps into smaller, actionable substeps and creates corresponding records (role required: snuxcgenai.platformairesolutionactionaiagent).

    Ensure each AI agent is activated by enabling the Status toggle in their guided setup.

    Additional Information

    For advanced use cases or customization, duplicate the agentic workflow and modify its instructions and settings to meet your organization's needs. Access to features depends on your ServiceNow product tier and licensing.

    Other Platform agentic workflows are available for further automation capabilities.

    Use the Platform Generate resolution plan agentic workflow to fetch task record details, generate resolution summary steps, and update comments or work notes.

    Generate resolution plan overview

    The Generate resolution plan agentic workflow can help resolve tasks by collecting record details and generating resolution summaries that can be added to comments or work notes. Due to the dynamic nature of AI agents, this agentic workflow can be used for tasks that require complex logic even when provided with minimal details.

    The agents, tools, and triggers that are associated with the Generate resolution plan agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

    Prerequisites and setup

    To access this workflow, you must have Now Assist for Platform installed on your instance, which you can get if you install any other Now Assist application, such as Now Assist for IT Service Management (ITSM).

    For this agentic workflow to behave as expected, you must also configure Group Action Framework (GAF). See Set up AI Search for Group Action Framework and Configure Group Action Framework for more information on getting started with GAF.

    Role masking

    Required role: sn_uxc_gen_ai.platform_ai_grp_workflow.

    Agentic workflows and their 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 agentic workflow.

    In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to access for potential resolution plans. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.

    Additional configuration

    You can change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope:

    • Go to the Now Assist Skill Config [sn_nowassist_skill_config] table.
    • Open the record named Generate Resolution Plans Skill Config.
    • In the Now Assist Skill Config Var Set related list, select the configuration variable set you want to edit.
    • Set the variables for the configuration type.
    • Save the Var Set.

    The Generate resolution plan configuration variable set includes the following variables. You can configure either the AIS fields or the GAF field for determining how the agentic workflow gathers what work the user has. If you configure both, GAF takes priority when running the agentic workflow. For more information about GAF, see Group Action Framework.

    Table 1. Review button params configuration

    Config field

    Description

    Default value

    Show button

    Display a UI action for reviewing a generated resolution plan

    Enabled

    Button label

    Label for the UI action button to review a generated resolution plan

    Review
    Table 2. Next Best Action Recommender configuration

    Config field

    Description

    Search Mode

    Options include Keyword, Semantic, or Hybrid. Keyword-based searches look at individual phrases, while semantic-based searches rely on the phrasing of utterances as well. Hybrid utilizes both strategies.

    Default: Keyword

    Include Decomposition Agent in the workflow

    Determines whether the Decomposition Agent, one of the agents in the workflow, is used. If this is unselected, the Next best action recommendation AI agent still runs.

    use_websearch

    Enables the agentic workflow to use web searches to help collect relevant information for generating the resolution plan

    AIS Semantic Indexed Names

    ???A

    script_to_run

    Optional script to run when the Next best action recommendation AI agent executes

    save_activity

    Determines whether a tool creates an activity record on the sys_aia_agent_execution_activity table when saving resolution notes

    AIS Search Profile

    Profile for AI search, such as Now Assist in Virtual Agent.

    Return Fields

    Field values returned from identified relevant records

    GAF Config

    Group Action Framework grouping configuration record, which is a collection of groups of records to make searching easier

    AIS Search Fields

    Fields used by AI Search to determine what work a user has

    AI Search Matching Threshold

    Threshold value for whether AI Search considers a record to be related and relevant

    Table

    Table which has the records you want to generate resolution plans for

    Related List Tables

    Tables which contain related records that you want the AI agent to explore before generating resolution plans
    Table 3. Decomposition Agent configuration

    Config field

    Description

    agent

    Name of the AI agent to use for generating resolution actions

    tablesinfo

    Table information for providing context for generated action steps

    Accessing the Generate resolution plan agentic workflow

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Generate Resolution Plan.

    The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.

    In-product agentic AI and UI actions

    Agentic workflows can be accessed in the Core UI and in workspaces in the AI Activity panel. From there, you can track their progress, provide or review input, and see the results of the work performed. For more information, see In-product agentic AI for more details about the AI Activity panel.

    To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow

    If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true. See Enable the in-product experience for agentic workflows.

    Testing the Generate Resolution Plan agentic workflow

    You can manually test an agentic workflow execution or access 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. Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See Test an agentic workflow execution.

    If you want to evaluate the agentic workflow over many different execution logs, run an automated evaluation.

    Sample utterance

    After the workflow has been activated in AI Agent Studio, enter these or similar phrases in the Now Assist panel to trigger the workflow. You must have the sn.now_assist_panel_user role to run the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.

    • Generate resolution plan for INC0001
    • Create detailed resolution steps for INC0001
    • Resolve INC0001

    AI agents used in the Generate resolution plan agentic workflow

    The following table lists the agents that are used in the Generate resolution plan agentic workflow.
    Important:
    In the Select channels and status step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
    Table 4. AI agents names and descriptions in the Generate resolution plan agentic workflow
    AI agent name AI agent description Role required
    Next best action recommendation AI agent Identifies the steps for resolving tasks by referencing the similar task details and reviewing knowledge articles. sn_uxc_gen_ai.platform_ai_next_best_action
    Decomposition Agent Analyzes and breaks down each previous resolution step into smaller, actionable substeps, then creates records sn_uxc_gen_ai.platform_ai_resolution_action_ai_agent

    Other Platform agentic workflows

    For more information on other agentic workflows associated with the Platform workflow, see Platform agentic workflows.