Create incident AI agent

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

    • This AI agent manages the end-to-end process of formally logging IT support requests, specifically for user requests like "create an incident," "raise an incident," "open a new incident," "open an IT ticket," or "raise an IT support ticket."

    Workflow

    This agent first attempts to resolve the problem with self-service solutions. If the problem persists, it will then intelligently draft a structured IT support incident, confirm the details with the user for accuracy, and create the official record for tracking.
    1. Greet the user and gather information about the issue.
    2. Validate and clarify the user's issue.
    3. Based on the details gathered, create a search query.
    4. Use the search query from as input for the Show Self-Service Options tool. This conversational tool handles the entire self-service process.
    5. Evaluate the outcome. If the issue is solved, workflow is complete. If not, create a new incident with the conversation history.
    6. Confirm the details with the user.
    7. Conclude the conversation based on the outcome.
    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
    Conversational Topics
    Create Incident Record
    Handle Similar Incidents
    Show Self-Service Options
    Agent roles (ACLs) snc_internal
    Data access roles itil
    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

    Default VA Workflow

    Learn more about IT Service Management at IT Service Management .