Link major incident or problem AI Agent

This AI agent automatically identifies and links the most relevant major incident or problem with an incident.

Workflow

The agent analyzes short descriptions, verifies contextual relevance, and updates the linkage while clearly presenting all tool responses to the fulfiller.

1. Use the Get Incident and relevant Problems tool to fetch incident details and relevant problems and major incidents.
2. Compare incident, problem, and major incident short descriptions to find a highly confident match that is contextually relevant to the incident. If no matches are found, end the workflow.
3. Link the problem and/or major incident to the incident.
4. Inform the user.

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 Get Incident and relevant major incidents and problems Set major incident or problem to the incident
Agent roles (ACLs)	itil
Data access roles	itsm.aia.worker access_analyzer_ai_user, actsub_user, agent_role_config_viewer, agent_workspace_user, app_service_user, canvas_user, certification, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, contact_user, data_manager_user, dependency_views, email_client_template_read, email_composer, interaction_agent, itil, knowledge, notify_view, now_assist_panel_user, one_extend_viewer, pa_viewer, platform_ml_read, prompt_library_user, role_viewer, service_status_subscriber, service_viewer, snc_internal, snc_platform_rest_api_access, snc_required_script_writer_permission, sn_ace.ace_user, sn_aia.viewer, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_bm_client.benchmark_data_viewer, sn_change_read, sn_change_write, sn_cimaf.sn_cimaf_read, sn_cmdb_user, sn_comm_management.comm_plan_viewer, sn_data_kit.analyst, sn_dex_desktop.notification_template_admin, sn_diagram_builder.db_read, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_incident_read, sn_incident_write, sn_itam_recomm.recommendations_read, sn_itsm_aia.sn_aia_chg_conflict, sn_itsm_aia.sn_aia_chg_quality, sn_itsm_aia.sn_aia_chg_schedule, sn_itsm_contact_query, sn_mcp_client.viewer, sn_nb_action.next_best_action_user, sn_nowassist_admin.user, sn_now_canvas_ai.interactive_view_user, sn_pren.experience_issue_read, sn_problem_read, sn_problem_write, sn_prompt_assist.prompt_developer, sn_publications_recipients_list_user, sn_publications_recipients_user, sn_query_gen.user, sn_reacf.sn_remedial_action_read, sn_request_approver_read, sn_request_read, sn_request_write, sn_skill_builder.viewer, sn_sla_definition_query, sn_sow.it_agent_dashboard_user, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_uib_collab.user, sn_uxc_gen_ai.sn_aia_sla_explain, survey_reader, task_editor, template_editor, template_read_global, tracked_file_reader, view_changer, viz_creator, workspace_user
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	Triage and categorize ITSM incident

Learn more about IT Service Management at IT Service Management .