---
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


---

# Incident assist

# Incident assist agentic workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Incident assist agentic workflow

The Incident assist agentic workflow in ServiceNow helps IT support agents quickly get answers about an incident by interacting with specialist AI agents.
It enables querying incident details, caller hardware assets, recent incidents, similar resolved incidents, and on-call experts directly within the ServiceNow Otto panel.
This workflow streamlines incident investigation by automatically routing questions to the appropriate AI agents and returning concise, relevant data.
Show full answer Show less  
**Important:** The Incident assist skill has been deprecated as of Australia Patch 2 and is no longer available.

## Key Features

* **Specialist AI Agents:** Two main agent types handle queries:
  * **Incident context AI agent:** Provides incident status, SLA risk, related changes, outages, CIs, problems, and child incidents.
  * **Additional incident context AI agent:** Retrieves caller hardware assets, recent incidents, similar resolved incidents, and on-call experts.
* **Multi-turn Conversations:** Ask follow-up questions or switch topics without restarting the workflow.
* **Context-aware Routing:** The workflow parses your question, extracts incident context automatically, and routes queries to relevant agents, even handling multiple topics in one query.
* **Out-of-the-box Availability:** Incident assist agentic workflow is enabled by default and accessible via AI Agent Studio and the Otto panel.
* **Configurable:** You can duplicate and customize the workflow to meet your organization's specific requirements.

## How It Works in Practice

When you open an incident record in Service Operations Workspace or Core UI and launch the Otto panel, the Incident assist workflow loads automatically with the incident in context. You can type natural language questions such as "What hardware does this caller have?" or "Who is on call for the Network Support group?" The workflow processes your query as follows:

1. Classifies your intent and determines if a query is present.
2. Extracts the incident number from context or prompts for it.
3. Routes the query to one or more specialist AI agents based on content.
4. Returns relevant answers from incident records and related tables.
5. Prompts if you need additional help or want to end the interaction.

You can continue refining questions, ask about different topics, or change the incident or caller to run new queries without restarting the workflow.

## Benefits for ServiceNow Customers

* **Faster Incident Resolution:** Quickly access key incident-related information without manual searching.
* **Improved Agent Efficiency:** Automates data retrieval, allowing agents to focus on decision-making and fixing issues.
* **Contextual Insights:** Combines incident data with caller assets, recent history, and expert availability for comprehensive support.
* **Seamless User Experience:** Available directly in the Otto panel with intuitive, conversational interaction.  
Use the Incident assist agentic workflow to get answers to questions about an incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts.  
Important:  
Starting with the Australia Patch 2, the Incident assist skill has been deprecated, moved to the Archive section, and is no longer available for use. For more information, see [Incident assist skill](https://www.servicenow.com/docs/8BTYDcVa07dpXx3R82pduw "Quickly obtain common incident related information conversationally within the incident record by asking questions in the ServiceNow Otto panel.")

As an IT support agent, use the Incident assist agentic workflow to ask questions about an incident. Based on your question, the workflow routes to the appropriate specialist AI agent, which retrieves data from the incident record and related tables and returns a direct answer in the ServiceNow Otto panel.

The Incident assist agentic workflow is available by default.  
Note:  
To modify the Incident assist agentic workflow, duplicate it and adjust the settings to meet your requirements.

## Incident assist agentic workflow overview {#now-assist-itsm-incident-assist-workflow__incident-assist-workflow-overview}

The Incident assist agentic workflow uses a team of specialist AI agents, each responsible for a specific category of incident-related questions. When you ask a question, the workflow parses your intent, retrieves the incident context, and routes to the appropriate agent. The agent queries the relevant data, formats the response, and returns it to you. You can ask follow-up questions
or request a different topic without starting over.

The workflow supports the following types of queries:

* Questions about the incident record itself, including status, SLA breach risk, related changes, outages, and CI details.
* Caller's hardware assets assigned to the incident caller.
* Caller's recent incidents from a configurable time period.
* Similar resolved incidents found using semantic search.
* On-call experts for the incident's assignment group.

When the workflow is triggered, it evaluates the incident context and routes to agents based on your query.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Incident assist.
{#now-assist-itsm-incident-assist-workflow__ol_qsk_tjc_j2c}

## AI agents used in the Incident assist workflow {#now-assist-itsm-incident-assist-workflow__incident-assist-agents}

The Incident assist agentic workflow consists of the following specialist agents.  
Note:  
All agents return 10 records at a time. You can continue through results or ask a new question at any point.
{#now-assist-itsm-incident-assist-workflow__incident-assist-agents__entry__2}

| AI agent name | AI agent role |
|-|-|
| Incident context AI agent | Answers questions about the incident record and related data including SLAs, CIs, changes, outages, problems, and child incidents. |
| Additional incident context AI agent | Retrieves information based on on-call experts, callers recent incidents, caller's hardware assets, similar resolved incidents. |
[Table 1. Incident assist AI agents]

## How the Incident assist agentic workflow works {#now-assist-itsm-incident-assist-workflow__incident-assist-workflow-steps}

Here's the workflow sequence when you ask a question in the Otto panel on an incident record.{#now-assist-itsm-incident-assist-workflow__table_ghm_dqj_q3c__entry__3}

| Steps | Task | Description |
|-|-|-|
| 1 | Parse user input | Classifies your intent. If a query is detected, proceeds to routing. If not, presents options: incident details, caller's hardware assets, caller's recent incidents, similar resolved incidents, and on-call experts. |
| 2 | Get incident context | Extracts the incident number from the page context. If unavailable, prompts you to provide one. |
| 3 | Route to agents | Invokes one or more specialist agents based on your query. If your question spans multiple areas, multiple agents can be invoked in a single turn. |
| 4 | Continue or exit | After the agent responds, asks if you need anything else. If yes, returns to step 1. If no, the conversation ends. |
[Table 2. Incident assist workflow steps]

{#now-assist-itsm-incident-assist-workflow__table_ghm_dqj_q3c}

## Incident agentic workflow output {#now-assist-itsm-incident-assist-workflow__section_yvs_w4k_j2c}

In the agentic workflow record:

1. Review the information in the each screen, make any necessary updates and then select Save and Continue.
2. In the Select channels and status screen, select Save and test.

   The agent executes the request for the agentic workflow.
{#now-assist-itsm-incident-assist-workflow__ol_xtj_trc_j2c}

Example of Incident assist agentic workflow output with the Incident context AI agent in the ServiceNow AI Agent Studio

Example of Incident assist agentic workflow output with the Additional incident context AI agent in the ServiceNow AI Agent Studio

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 answers to user questions in the ServiceNow Otto panel {#now-assist-itsm-incident-assist-workflow__section_incident_assist_use_case}

As a user, follow these steps in the ServiceNow Otto panel. You need the itil role to access this workflow in the ServiceNow Otto panel.  
Note:  
The Incident assist agentic workflow loads automatically with the current incident in context when you open the Otto panel on an incident record.

1. Open an incident record in Service Operations Workspace or in the Core UI and select the Otto panel icon.

   The Incident assist workflow loads automatically with the current incident in context.
2. Type a free-text question, for example, What hardware does this caller have? or Who is on call for the Network Support group?and select one of the available options that the agent presents.
3. The agent routes your query to the appropriate sub-agent and returns results:
   * Incident context AI agent: Routes to the Incident context details AI agent and returns incident fields, related records, and troubleshooting information.
   * Additional incident context AI agent: Routes to the Additional incident context AI agent and returns hardware, recent incidents, similar resolved incidents, or on-call experts.
   {#now-assist-itsm-incident-assist-workflow__ul_incident_assist_routing}
4. After each response, the agent asks: Need anything else about this incident?

   You can do one of the following:
   * Reply with another question to continue.
   * Indicate that you're done to end the conversation.
   {#now-assist-itsm-incident-assist-workflow__ul_continue_or_end}
{#now-assist-itsm-incident-assist-workflow__ol_incident_assist_steps}  
To refine or ask a new question, do any of the following:

* Ask about a different topic. For example, switch from assets to on-call experts.
* Provide a different incident number or caller name to re-run the query.
{#now-assist-itsm-incident-assist-workflow__ul_sl3_drp_s3c}

The agent continues until you ask something outside its scope or end the conversation.

See examples of the screens for different use cases for this workflow in the Otto panel.
Example of options available using the Incident assist agentic workflow in the Otto panel

Example of getting similar resolved incidents using the Incident assist agentic workflow in the Otto panel

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