Issue readiness AI agent

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

    • This AI agent scans the record fields and context of a ticket so it can determine if it is ready for a fulfiller to work on it.

    Workflow

    1. Retrieve the record details, such as short description, description, activity stream, emails, approval, table name, and similar records.
    2. Analyze task details, focusing on information added by fulfillers.
    3. Analyze similar records.
    4. If any of the following are true, mark the task as NOT READY:
      • A request or question (from a fulfiller) is detected and no clear response or resolution is found in the task record.
      • The approval field's value is "requested" (case-insensitive). (Values such as "not yet requested" or "not requested" don't block readiness.)
      • The task lacks information that is consistently present in similar records (if available) for the same type of request, and that missing information is relevant to fulfill the request (for example, missing steps, confirmations, or outcome).
      • The overall quality or clarity of the task data is poor, such as unclear context that would reasonably block progress.

    For more information, see Platform Issue Readiness AI agent.

    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
    Create or update the record status
    Get the record data
    Agent roles (ACLs) sn_uxc_gen_ai.platform_ai_issue_readiness
    Data access roles sn_uxc_gen_ai.platform_ai_issue_readiness, sn_uxc_gen_ai.platform_ai_record_mgmt
    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

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Not applicable.