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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia 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: Australia  
Updated March 12, 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 agentic workflow helps ServiceNow users generate AI-driven recommendations for resolving IT Service Management (ITSM) incidents.
By inputting an incident number, the workflow analyzes related catalog items, Knowledge articles, and similar resolved incidents to produce actionable resolution steps.
This workflow is designed to streamline incident investigation and resolution, enhancing efficiency and accuracy for IT support teams.
Show full answer Show less  

## Key Features

* **Incident-related recommendations:** Automatically suggests relevant catalog items, Knowledge articles, and similar past incidents linked to the current incident.
* **Resolution plan generation:** Compiles a detailed incident resolution plan based on AI analysis of gathered data.
* **Integration with incident records:** Adds recommended catalog items and resolution steps directly to the incident's Work notes section for easy reference.
* **Manual triggering:** Workflow is manually triggered when the incident state is set to "In progress" and the "Assigned to" field is populated, ensuring appropriate timing for AI assistance.
* **Customizable workflow:** ServiceNow customers can duplicate and modify the workflow to fit their specific requirements, with a reminder to update all related instructions accordingly.
* **Access control:** Workflow output visibility can be restricted to specific user roles, with the itil role included by default.
* **AI agents involved:** Uses specialized AI agents to recommend catalog items and generate incident resolution plans by leveraging knowledge articles and similar incidents.

## How to Use

* Access the workflow through **All \> AI Agent Studio \> Create and manage** , then select **Investigate and resolve ITSM incidents**.
* Trigger the workflow manually by setting the incident state to "In progress" and assigning it to a user.
* Enter the incident number in the Otto panel to initiate the AI-driven investigation and resolution process.
* Review AI-generated recommendations and resolution plans added to the Work notes, then proceed with incident resolution.

## Important Considerations

* Ensure AI agents are enabled and active in the Define availability screen to function within the workflow.
* When modifying workflows or AI agents, update all instructions and settings to maintain consistency and effectiveness.
* If the AI agent cannot generate a resolution plan, it will notify the user, indicating that manual intervention may be required.

## Benefits for ServiceNow Customers

This workflow empowers ServiceNow customers to leverage AI capabilities for faster, more informed incident resolution. It reduces manual research time by automatically surfacing relevant knowledge and catalog items and provides structured resolution plans directly within the incident record. This integration supports IT teams in delivering improved service quality and efficiency.  
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 Otto incidents agentic workflow, [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-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
Otto 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/AnJIDfOoTCaVTN3DW2Cxdg "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 Otto panel:

1. Open the 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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