Platform Issue Readiness AI agent

  • Release version: Zurich
  • Updated November 14, 2025
  • 2 minutes to read
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    Summary of Platform Issue Readiness AI agent

    The Platform Issue Readiness AI agent evaluates the current state of a task record to determine if it is ready to be worked on by checking if all relevant information is present. This helps fulfillers focus on actionable tasks by reducing manual verification of missing details, pending approvals, or unanswered questions, enabling better prioritization of available work.

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    Prerequisites and setup

    To use this AI agent, your ServiceNow instance must have the Now Assist Agent for Platform installed, which comes with other Now Assist applications like Now Assist for IT Service Management (ITSM).

    Role masking is required to restrict the AI agent’s roles and privileges during execution. The AI agent is assigned predefined roles upon installation. If you configure user access for specific roles, ensure these roles are included in the security controls and data access settings.

    In data access settings, add roles that allow the AI agent to read the tables of the records it will evaluate. For example, adding the itil role lets the agent access Incident records.

    Accessing and testing the Issue Readiness AI agent

    To access the agent, navigate to All > AI Agent Studio > Create and manage, then select the AI Agents tab and choose Issue Readiness.

    Testing requires the sn.aiaadmin role and any other roles configured in security controls. On the Testing page of AI Agent Studio, you can manually run the AI agent using task-related utterances to verify its functionality.

    Sample utterances

    • Is INC001234 ready for work?
    • Do I have enough details on CSM0001234 to start?

    These queries can be used in Virtual Agent, the Now Assist panel, or Microsoft Teams once the agent is activated.

    The Issue Readiness AI agent analyzes the current state of a task to assess and determines whether it is ready to be worked on.

    Issue Readiness AI agent overview

    The Issue Readiness AI agent takes the information on a record, analyzes it, determines whether all relevant information is present on the record, and makes a decision about whether the task is ready for work. Using the AI agent can help fulfillers focus on actionable work by reducing manual checks for missing supporting details or back-and-forth conversations. Instead of having to check whether tasks are waiting on pending approvals or unanswered questions, fulfillers can see what actionable work is available and prioritize it.

    Prerequisites and setup

    To access this AI agent, you must have Now Assist Agent for Platform installed on your instance, which is installed with any other Now Assist application, such as Now Assist for IT Service Management (ITSM).

    Role masking

    Required role:

    Role masking enables users to limit the roles and privileges of AI agents during tool execution. AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.

    In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to evaluate for readiness. For example, you can add the itil role to the AI agent's list of approved roles so that it can access Incident records.

    Accessing the Issue Readiness AI agent

    To access the AI agent:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Go to the AI Agents tab.
    3. Select Issue Readiness.

    Testing the Issue Readiness AI agent

    You can manually test the AI agent execution 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. Select the AI agent, start a manual test, and use utterances in the Task field like the ones below.

    Sample utterances

    After the agent has been activated in AI Agent Studio, enter phrases such as the following or similar queries to run the AI Agent in Virtual Agent, the Now Assist panel, or Microsoft Teams.

    • Is INC001234 ready for work?
    • Do I have enough details on CSM0001234 to start?