Agentic AI in Now Assist for Incident Management
Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.
Important:
To access the agentic workflow for Incident Management, make sure that you install the following applications:
- Now Assist for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
- Incident Management application. For more information, see Configuring Incident Management.
Note:
- Before you begin, review these Important considerations for using Now Assist for IT Service Management (ITSM) agentic AI.
- For all available ITSM Agentic AI applications, see Use agentic AI in Now Assist for IT Service Management (ITSM).
The Wrap-up and resolve incident agentic workflow enables users to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. Update duplicate incident information when the resolution code is Duplicate.
The agentic workflow uses the following AI agents:
- Incident resolution details AI agent
- Incident knowledge article AI agent
- Incident known error article AI agent