---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Investigate and resolve ITSM incidents

# IT Service Management AI agent collection Investigate and resolve ITSM incidents agentic workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 IT Service Management AI agent collection Investigate and resolve ITSM incidents agentic workflow

The Investigate and resolve ITSM incidents AI agentic workflow helps ServiceNow customers efficiently resolve ITSM incidents by providing AI-driven recommendations and resolution steps based on the incident number.
This workflow leverages related catalog items, Knowledge articles, and similar past incidents to generate actionable resolution plans, which are automatically documented in the incident's Work notes.
Show full answer Show less  

## Key Features

* **Incident Resolution Recommendations:** The AI agent suggests relevant catalog items and retrieves similar resolved incidents along with Knowledge articles to formulate resolution steps.
* **Automatic Documentation:** Recommended catalog item URLs and resolution plans are added to the incident's Work notes for clear audit trails and easy reference.
* **Manual Triggering:** The workflow is manually triggered when an incident's state is updated to "In progress" and an assignee is set, ensuring controlled activation.
* **Customizable Workflow:** Customers can duplicate and modify the agentic workflow to tailor its behavior to specific business needs, with the requirement to update all related instructions accordingly.
* **Role-Based Access:** Output visibility is configurable, with the itil role included by default to control who can view AI-generated recommendations.

## AI Agents Involved

The workflow uses the ITSM Incident Resolution Plan Investigation AI agent, which:

* Recommends catalog items related to the incident.
* Looks up similar incidents and relevant Knowledge articles.
* Generates a comprehensive incident resolution plan added to the Work notes.

**Note:** Ensure the AI agent's Status is enabled in the Define availability screen to activate it.

## Using the Workflow in Practice

* Access the workflow via **All \> AI Agent Studio \> Create and manage**.
* Enter the incident number in the Now Assist panel to trigger the workflow and initiate investigation.
* The AI agent retrieves the top 10 relevant catalog items and aggregates contextual information such as similar incidents and Knowledge articles.
* A resolution plan is generated and automatically appended to the incident's Work notes.
* If the AI agent cannot create a resolution plan, it will notify the user of the failure.
* Human agents are notified immediately when recommendations are ready, enabling prompt action based on AI guidance.

## Benefits for ServiceNow Customers

* **Accelerates incident resolution** by providing data-driven, relevant recommendations.
* **Improves accuracy and consistency** by leveraging historical incidents and Knowledge bases.
* **Enhances productivity** by automating the aggregation of investigative information and documentation.
* **Supports customization** so organizations can adapt AI workflows to their operational requirements.  
Use the Investigate and resolve ITSM incidents AI agent team to get recommendations to resolve an incident based on the incident number. Check for related catalog items, Knowledge articles, and similar resolved incidents to generate resolution steps for the incident.

## Investigate and resolve ITSM incidents agentic workflow overview {#now-assist-itsm-aiagents-incident-resolver-workflow__section_b25_wzj_h2c}

Using the Investigate and resolve ITSM incidents agentic workflow:

1. Check for related catalog items and select the most relevant item.
2. Check for Knowledge articles and similar incidents.
3. Get recommended steps for incident resolution.
{#now-assist-itsm-aiagents-incident-resolver-workflow__ol_lgw_p1z_x2c}

To modify the Investigate and resolve ITSM incidents agentic workflow, [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US), and adjust the settings according to your requirements.  
Important:  
When you modify an agentic workflow, AI agent, or a tool, make sure that you update all instructions accordingly.

## Link catalog items and Knowledge articles to incidents {#now-assist-itsm-aiagents-incident-resolver-workflow__section_yjy_lhk_h2c}

When you make a query or a request in the Now Assist panel, you can get recommendations for relevant catalog items. The recommendations get automatically added to the incident's Work notes section. The workflow uses relevant Knowledge articles and similar incidents to get the recommended steps for incident resolution that gets added to the incident's Work notes section.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Investigate and resolve ITSM incidents.
{#now-assist-itsm-aiagents-incident-resolver-workflow__ol_qsk_tjc_j2c}

## Setting manual triggers for the agentic workflow {#now-assist-itsm-aiagents-incident-resolver-workflow__section_knp_ltt_1fc}

The Investigate and resolve ITSM incidents agentic workflow is triggered manually based on the following conditions:  
Note:  
In the Define trigger screen, the value in the Run as field must be set to Assigned to.

* State is updated to In progress
* Assigned to isn't empty
{#now-assist-itsm-aiagents-incident-resolver-workflow__ul_jrp_whp_gfc}

## AI agents used in the Investigate and resolve ITSM incidents agentic workflow {#now-assist-itsm-aiagents-incident-resolver-workflow__section_mjj_rlk_j2c}

In the Investigate and resolve ITSM incidents agentic workflow, use specific AI agents for each type of resolution to generate the desired recommendations.  
Important:  
In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.  
{#now-assist-itsm-aiagents-incident-resolver-workflow__table_abj_5lk_j2c__entry__2}

| AI agent | AI agent role |
|-|-|
| ITSM incident resolution plan investigation AI agent | 1. Recommends catalog items related to the selected incident. 2. Looks up similar incidents and provides an incident resolution. The resolution can also include information from knowledge articles. {#now-assist-itsm-aiagents-incident-resolver-workflow__ol_qqg_qcf_chc} |
[Table 1. AI agent and their role in the Investigate and resolve ITSM incidents agentic workflow]

{#now-assist-itsm-aiagents-incident-resolver-workflow__table_abj_5lk_j2c}

## Generating a recommendation using the Investigate and resolve ITSM incidents agentic workflow {#now-assist-itsm-aiagents-incident-resolver-workflow__section_yvs_w4k_j2c}

In the agentic workflow record:

1. Review the information in the Describe and connect screen and in the Define trigger screen, make any necessary updates, and then select Save and Continue.
2. In the Select display screen:
   1. Choose where you want the agentic workflow output to be displayed.
   2. Use the arrow next to it to add roles that can access the agentic workflow.  
      Note:  
      The itil role is added by default.
   3. Select Save and test.

      The agent executes the request for the agentic workflow.

   {#now-assist-itsm-aiagents-incident-resolver-workflow__ol_oth_1sc_j2c}

   Example of Investigate and resolve ITSM incidents agentic workflow output in the ServiceNow AI Agent Studio

{#now-assist-itsm-aiagents-incident-resolver-workflow__ol_xtj_trc_j2c}

In the AI Agent Studio, the human agent gets notified as soon as the recommendations to resolve incidents get generated so that they can follow the on-screen instructions and complete the task. For more information, see [Request the generative AI capabilities in ITSM by using the ServiceNow Otto panel](https://www.servicenow.com/docs/nOHYiJ8nSl69M_RFge~dzw "Use the ServiceNow Otto panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.").

## Generating the incident resolution steps in the Otto panel {#now-assist-itsm-aiagents-incident-resolver-workflow__section_uhd_kjg_m3c}

As a user, do the following in the Now Assist panel:

1. Open the Now Assist panel and enter the incident number for which you want to generate the incident resolution steps.

   The Investigate and Resolve ITSM incidents workflow gets triggered and the ITSM Incident Resolution
   Plan Investigation AI agent takes over the issue resolution.
2. Using AI search, the AI agent retrieves the top 10 most relevant catalog items related to the incident.The URLs to these catalog items are added to the Work notes section in the incident.

3. The AI agent gathers all relevant information required for the investigation.The retrieved data includes similar resolved incidents, relevant knowledge base articles, and other contextual information. The AI agent generates
   a resolution plan based on this information.

4. The resolution plan is added to the incident's work notes.If the AI agent was unable to create a resolution plan, then it displays a message indicating the failure.

{#now-assist-itsm-aiagents-incident-resolver-workflow__ol_pgh_bmg_m3c}

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