Platform Generate resolution plan agentic workflow

Use the Platform Generate resolution plan AI agents agentic workflow to fetch task record details, generate resolution summary steps, and update comments or work notes.

Generate resolution plan overview

The Generate resolution plan agentic workflow can help resolve tasks by collecting record details and generating resolution summaries that can be added to comments or work notes. Due to the dynamic nature of AI agents, this agentic workflow can be used for tasks that require complex logic even when provided with minimal details.

The agents, tools, and triggers that are associated with the Generate resolution plan agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

Prerequisites and setup

To access this workflow, you must have Now Assist for Platform installed on your instance, which you can get if you install any other Now Assist application, such as Now Assist for IT Service Management (ITSM).

For this agentic workflow to behave as expected, you must also configure Group Action Framework (GAF). See Set up AI Search for Group Action Framework and Configure Group Action Framework for more information on getting started with GAF.

Role masking

Required role: sn_uxc_gen_ai.platform_ai_grp_workflow.

Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their 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 agentic workflow.

In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to access for potential resolution plans. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.

Additional configuration

You can change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope:

• Go to the Now Assist Skill Config [sn_nowassist_skill_config] table.
• Open the record named Generate Resolution Plans Skill Config.
• In the Now Assist Skill Config Var Set related list, select the configuration variable set you want to edit.
• Set the variables for the configuration type.
• Save the Var Set.

The Generate resolution plan configuration variable set includes the following variables. You can configure either the AIS fields or the GAF field for determining how the agentic workflow gathers what work the user has. If you configure both, GAF takes priority when running the agentic workflow. For more information about GAF, see Group Action Framework.

Table 1. Review button params configuration

Config field	Description	Default value
Show button	Display a UI action for reviewing a generated resolution plan	Enabled
Button label	Label for the UI action button to review a generated resolution plan	Review

Table 2. Next Best Action Recommender configuration

Config field	Description
Search Mode	Options include Keyword, Semantic, or Hybrid. Keyword-based searches look at individual phrases, while semantic-based searches rely on the phrasing of utterances as well. Hybrid utilizes both strategies. Default: Keyword
Include Decomposition Agent in the workflow	Determines whether the Decomposition Agent, one of the agents in the workflow, is used. If this is unselected, the Next best action recommendation AI agent still runs.
use_websearch	Enables the agentic workflow to use web searches to help collect relevant information for generating the resolution plan
AIS Semantic Indexed Names	???A
script_to_run	Optional script to run when the Next best action recommendation AI agent executes
save_activity	Determines whether a tool creates an activity record on the sys_aia_agent_execution_activity table when saving resolution notes
AIS Search Profile	Profile for AI search, such as Now Assist in Virtual Agent.
Return Fields	Field values returned from identified relevant records
GAF Config	Group Action Framework grouping configuration record, which is a collection of groups of records to make searching easier
AIS Search Fields	Fields used by AI Search to determine what work a user has
AI Search Matching Threshold	Threshold value for whether AI Search considers a record to be related and relevant
Table	Table which has the records you want to generate resolution plans for
Related List Tables	Tables which contain related records that you want the AI agent to explore before generating resolution plans

Table 3. Decomposition Agent configuration

Config field	Description
agent	Name of the AI agent to use for generating resolution actions
tablesinfo	Table information for providing context for generated action steps

Accessing the Generate resolution plan agentic workflow

To access the agentic workflow:

1. Navigate to All > AI Agent Studio > Create and manage.
2. Select Generate Resolution Plan.

The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.

In-product agentic AI and UI actions

Agentic workflows can be accessed in the Core UI and in workspaces in the AI Activity panel. From there, you can track their progress, provide or review input, and see the results of the work performed. For more information, see In-product agentic AI for more details about the AI Activity panel.

To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow

If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true. See Enable the in-product experience for agentic workflows.

Testing the Generate Resolution Plan agentic workflow

You can manually test an agentic workflow execution or access 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. Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See Test an agentic workflow execution.

If you want to evaluate the agentic workflow over many different execution logs, run an automated evaluation.

Sample utterance

After the workflow has been activated in AI Agent Studio, enter these or similar phrases in the Now Assist panel to trigger the workflow. You must have the sn.now_assist_panel_user role to run the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.

• Generate resolution plan for INC0001
• Create detailed resolution steps for INC0001
• Resolve INC0001

AI agents used in the Generate resolution plan agentic workflow

The following table lists the agents that are used in the Generate resolution plan agentic workflow.

Important:

In the Select channels and status step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.

Table 4. AI agents names and descriptions in the Generate resolution plan agentic workflow

AI agent name	AI agent description	Role required
Next best action recommendation AI agent	Identifies the steps for resolving tasks by referencing the similar task details and reviewing knowledge articles.	sn_uxc_gen_ai.platform_ai_next_best_action
Decomposition Agent	Analyzes and breaks down each previous resolution step into smaller, actionable substeps, then creates records	sn_uxc_gen_ai.platform_ai_resolution_action_ai_agent

Other Platform agentic workflows

For more information on other agentic workflows associated with the Platform workflow, see Platform agentic workflows.