ITSM incident resolution investigation AI agent

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

    • This AI agent retrieves incident details and can add attached knowledge articles and additional comments.

    Workflow

    The agent determines the issue with the incident, searches for potential solutions, and comes up with a plan to solve the issue.
    1. Get the details of the incident.
    2. Find a list of similar incidents to understand how they were resolved.
    3. Find a list of relevant knowledge articles, based on the short description of the incident.
    4. Generate an incident resolution plan and add it to the incident's 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
    Scripts
    Add a resolution plan to incident's work notes
    Get details of Incident
    Search retrievals
    Get relevant knowledge articles
    Get similar incidents
    Agent roles (ACLs) sn_service_desk_agent, itil
    Data access roles sn_service_desk_agent, 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

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