Incident knowledge article AI agent

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

    • This AI agent can resolve incidents by finding existing similar knowledge articles and attaching them to the incident. It can also create a knowledge article for the incident.

    Workflow

    1. Use the Resolve and fetch similar knowledge articles tool to retrieve similar knowledge articles.
    2. If approved by the user, attach articles to the incident or create a new one.
    3. If creating new, use the Generate knowledge article tool to generate a draft knowledge article.
    4. If approved by the user, create the knowledge article and provide the hyperlink.
    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
    Scripts
    Attach knowledge article
    Create knowledge article
    Generate knowledge article
    Resolve and fetch similar knowledge articles
    Agent roles (ACLs) itil
    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

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Wrap-up and resolve incident

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