Post incident review AI agent

This AI agent generates a post-incident review report for the user to review and revise after a major incident report.

Workflow

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.

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 Fetch incident details Get child incident details Get related records Update post incident summary to major incident
Agent roles (ACLs)	itil
Data access roles	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.
Channels	Enable the AI agent for the ServiceNow Otto panel.
Used in agentic workflows	Post incident review report

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