---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia Enable AI
ft:clusterId :
- platai
bundleId :
- platai
workflow :
- Platform
---
# Investigate problems
# Platform Investigate problems agentic workflow {#ariaid-title1}
Release version: Australia
Updated July 21, 2026
 4 minutes to read
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## Summary of Platform Investigate problems agentic workflow
The Platform Investigate problems agentic workflow enables ServiceNow customers to perform root cause and risk assessments on IT problems, helping to create actionable resolution plans.
It assists agents and subject matter experts by analyzing problem and incident data, providing insights, and suggesting potential solutions using AI-powered agents and tools.
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This workflow integrates with your existing Problem and Incident records and requires activation of specific triggers and display settings, including the ServiceNow Otto panel. To customize the workflow instructions, you must duplicate and modify the agentic workflow before activating the tailored version.
## Prerequisites and Setup
* **Required Installation:** ServiceNow Otto for Platform must be installed to use this workflow, as it is included with AI applications.
* **Data Requirements:** Existing records on the Problem and Incident tables are necessary for analysis.
* **Role and Security:** Access requires the `snuxcgenai.platformaiprobleminvestigator` role, with role masking controlling user permissions. You must configure security controls to include this role and assign table read permissions (e.g., itil role for Incident records) to the workflow.
## Access and Usage
* Access the workflow via **All \> AI Agent Studio \> Create and manage** and select "Investigate problems".
* The guided setup provides details on included AI agents, their roles, steps, and tools used.
* Agentic workflows can be accessed within the Core UI or workspaces through the AI Activity panel, allowing you to track progress, provide input, and review results.
* UI actions can be enabled for easier access by configuring the workflow in AI Agent Studio and ensuring the system property `com.glide.agenticprocessesview.enabled` is set to true.
## Testing and Troubleshooting
* Manual testing is available in AI Agent Studio's Testing page for users with the `sn.aiaadmin` role, using sample utterances like "investigate the problem PRB001".
* Automated evaluations can be run for extensive testing across multiple execution logs.
* Be aware of token limits in generative AI models; problems with too many related incidents may cause errors due to context length limits, requiring selection of different Problems to investigate.
## AI Agents Involved
The workflow primarily uses the **Problem investigation AI agent**, which identifies root causes, assesses impact, and plans resolution steps. Ensure all AI agents are activated by enabling their status toggles during setup.
## Additional Resources
For broader use cases, explore other Platform agentic workflows that complement problem investigation capabilities.
Use the Platform Investigate problems agentic workflow to perform root cause and risk assessments so that you can create an actionable resolution plan for a problem.
## Investigate problems overview
The Investigate problems agentic workflow can help to assist agents and subject matter experts (SMEs) in investigating problems in their IT landscape. A problem can be associated with many incidents, and any investigator must be
aware of a large number of details when looking at a problem. The agentic workflow can help provide insights from the incident and problem details and suggest plans or possible solutions.
The agents, tools, and triggers that are associated with the investigate problems agentic workflow are provided by AI applications. You can [activate the agentic workflow template](https://www.servicenow.com/docs/CjkGkTFkH5wNoOmoPQlsJA "Activate an agentic workflow that come installed with ServiceNow applications in AI Agent Studio.") by making triggers active and setting the display settings to include the ServiceNow Otto panel. If you want to change this agentic workflow's instructions, you must [duplicate it](https://www.servicenow.com/docs/fagMeD~OOuolK9sjESdaLA "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.
Note:
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/YQiwIh0UNsqUGKnKcD1BQg "ServiceNow structures its products and packages in three tiers — Foundation, Advanced, and Prime. Each tier incorporates AI and builds progressively on the previous one with additional AI capabilities, agents, and governance tools.").
## Prerequisites and setup
To access this workflow, you must have ServiceNow Otto for Platform installed on your instance, which you can get if you install any other AI application.
Because this agentic workflow analyzes problems and incidents related to those problems, you must have records on the Problem and Incident table.
## Role masking
Required role: sn_uxc_gen_ai.platform_ai_problem_investigator.
Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/zYD_mMqSIHlofdszXVeGhw "Role masking for AI agents and agentic workflows helps users enhance security by enabling them to limit their roles during tool execution and verify that AI agents run with least-access privileges.") to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to.").
In the data access settings, you must also add the necessary roles to enable reading of the tables for Problems and related records. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.
## Accessing the Investigate problems agentic workflow
To access the agentic workflow:
1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Investigate problems.
{#problem-investigation__ol_fkq_csr_y2c}
The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are
displayed in the second step of the AI agent guided setup, Add tools and information.
## In-product agentic AI and UI actions
Agentic workflows can be accessed in the Core UI and in workspaces in the AI Activity panel. From there, you can track their progress, provide or review input, and see the results of the work performed. For more information, see [In-product agentic AI](https://www.servicenow.com/docs/t~jKx7wRXpLmRio4EdlF0g "Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision.") for more details about the AI Activity panel.
To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow
If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true. See [Enable the in-product experience for agentic workflows](https://www.servicenow.com/docs/~QRO8LaNhWLQbnb7uXtHHQ "Enable the AI Workflows panel and UI actions for agentic workflows on forms in the Core UI and workspaces to track agentic AI executions.").
## Testing the Investigate problems agentic workflow
You can manually test an agentic workflow execution or access on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured [in the security controls](https://www.servicenow.com/docs/qxzXRhxS2boNbPatAyZ7aQ "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See [Test an agentic workflow execution](https://www.servicenow.com/docs/baKtFNhlJsMa26MSHYAVqg "Test your agentic workflow in AI Agent Studio to analyze how it functions while it executes the instructions that you defined.").
If you want to evaluate the agentic workflow over many different execution logs, run an [automated evaluation](https://www.servicenow.com/docs/FVbxxoeAAPQLHkG3G7BqyA "Evaluate agentic AI assets against datasets to monitor performance and compare benchmarks.").
## Sample utterance
After the workflow has been activated in AI Agent Studio, enter investigate the problem PRB001 or similar phrases in the ServiceNow Otto panel to trigger the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.
## Troubleshooting
If a Problem has a large number of related incidents, you may run into an error that states "This model's maximum context length is 128000 tokens. However, your messages resulted in \[X\] tokens. Please reduce the length of the messages." This maximum token count is in place for all generative AI skills, so there is currently no way to work around this error. You can try the agentic workflow again using a different Problem.
## AI agents used in the Investigate problems agentic workflow
The following table lists the agents that are used in the Investigate problems agentic workflow.
Important:
In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
{#problem-investigation__entry__2}
| AI agent name | AI agent description |
|-|-|
| Problem investigation AI agent | Identifies the root causes, performs an impact assessment, and plans resolutions. |
[Table 1. AI agents names and descriptions in the Investigate problems agentic workflow]
## Other Platform agentic workflows
For more information on other agentic workflows associated with the Platform workflow, see [Platform agentic workflows](https://www.servicenow.com/docs/BSz3E8ljF3WggnC662T0gw "You can use the available Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.").
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