--- sourceDocument: Brazil Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Post incident review AI agent # Post incident review AI agent {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Post incident review AI agent The Post incident review (PIR) AI agent in ServiceNow automates the creation of detailed post-incident review reports following the resolution of major incidents. This agent helps users analyze incident causes, assess impacts, and recommend preventive actions, streamlining the post-incident documentation process and enhancing incident management. Show full answer Show less ## Key Features * **Report Generation:** Automatically compiles a PIR report with four essential sections: Executive Summary, Customer/Service Impact, Detailed Technical Summary, and Action Items \& Prevention. * **Incident Data Collection:** Gathers comprehensive details including short description, assignment info, category, service, configuration item, resolution notes, business impact, activities, child incidents, and related records. * **User Feedback Integration:** Collects and incorporates user feedback on the generated report for revisions before finalizing the incident record. * **Configurable Access Controls:** Allows administrators to enable or restrict third-party AI agent and AI specialist access, and define user roles (e.g., itil, majorincidentmanager) for interacting with the agent. * **Long-term Memory Option:** Supports enabling long-term memory to use past user interactions as context for improved responses, configurable via a system property. * **Integration with ServiceNow Tools:** Utilizes scripts to fetch incident details, child incidents, related records, and update the PIR report on the major incident. * **Channel and Workflow Support:** Available in the ServiceNow Otto AI panel and can be incorporated into agentic workflows for incident management. ## Practical Benefits for ServiceNow Customers * **Efficiency:** Reduces manual effort in compiling post-incident reviews, accelerating incident closure and documentation. * **Consistency:** Ensures PIR reports follow a structured format covering all critical analysis aspects, improving quality and completeness. * **Collaboration:** Enables feedback loops with users to refine reports, fostering better communication and shared understanding post-incident. * **Governance and Security:** Offers granular control over who can access and operate the AI agent, aligning with organizational compliance and role-based access policies. This AI agent generates a post-incident review report for the user to review and revise after a major incident report. ## Workflow {#itsm-post-incident-review-ai-agent__zsmdlwierhjt} A post-incident review (PIR) report is a comprehensive document created after a major incident or disruption has been resolved. Its purpose is to analyze what happened, understand the root causes, and assess the impact of the incident, while also providing actionable recommendations for preventing future occurrences. The report should contain 4 sections: Executive Summary section, Customer / Service Impact section, Detailed Technical Summary section, and Action items \& Prevention section. 1. Collect the details about the major incident, including short description, description, assignment group, assigned to, category, subcategory, service, configuration item, resolution notes, business impact, and activities. 2. Collect child incidents and related records. 3. Generate a post-incident review report with four sections. 4. Collect feedback on the report from the user. 5. Update the incident record. 6. Acknowledge the result and conclude the conversation. {#itsm-post-incident-review-ai-agent__ol_hcp_qwx_njc} {#itsm-post-incident-review-ai-agent__zsmdlwierhjt__entry__2} | 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](https://www.servicenow.com/docs/sa1bdHN6FqAGJmyqCFbo6w "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Scripts : Fetch incident details : Get child incident details : Get related records : Update post incident summary to major incident | | Allowed user roles The specific user roles that can access this AI agent. | itil | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | itil, major_incident_manager, snc_required_script_writer_permission | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/TTPcY_6jqFaCPLWj8oH1fQ "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | Post incident review report | [Table 1. Configuration] Learn more about IT Service Management at [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US).