ServiceNow Otto for Telecommunications, Media, and Technology (TMT) analyze network incidents agentic workflow

Release version: Zurich

Updated July 31, 2025

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Summary of ServiceNow Otto for Telecommunications, Media, and Technology (TMT) Analyze Network Incidents Agentic Workflow

The Analyze network incidents agentic workflow in ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is designed to help customer agents efficiently resolve network-related incidents. It automates the tracking and generation of actionable tasks for network tickets, leveraging AI agents to assist in incident resolution.

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This workflow requires the sntmtagenticai.snnocincidentuser role for access and modification. Customers can customize the workflow by duplicating and adjusting agentic workflows as needed.

AI models supporting this workflow include Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS. These are managed through AI Control Tower and Now Assist Admin console settings. The workflow must have the Active trigger enabled to allow autonomous AI agent execution.

Security and Access

Role masking governs access to the agentic workflow and its AI agents. Installed workflows come with predefined roles, which must be included in security controls if user access is restricted to specific roles. Instructions for configuring these controls are provided in the platform documentation.

Application Dependencies

This workflow depends on several ServiceNow plugins, including:

Customer Service with Service Management
Customer Service
Customer Service Problem Management
Telecommunications Alarm Management Open API
Field Service Management for Telecommunications
Major Issue Management

Accessing and Testing the Workflow

To access the Analyze network incidents use case, navigate to All > AI Agent Studio > Create and manage and select the relevant workflow. New agentic workflows can also be created from this interface.

Testing is done via All > AI Agent Studio > Testing, where users can manually execute and validate the workflow to ensure proper functionality.

AI Agents and Their Roles

The workflow utilizes multiple AI agents, each with specific functions to streamline incident resolution:

Network Ticket Resolution AI Agent: Provides incident and alert summaries and searches the knowledge base for relevant solutions.
Ticket Readiness AI Agent: Predicts incident details such as category, priority, and estimated resolution time using historic data and the Group Action Framework (GAF).
Network Correlation Monitor AI Agent: Identifies impacted accounts and related recent cases, associates them with the incident, and manages customer notifications and problem case creation.
Network Ticket Actionable Steps Generation AI Agent: Creates actionable resolution steps for incidents, adapting based on human feedback and utilizing GAF.
Network Remediation Generation AI Agent: Converts resolution steps into actionable tasks like Incident Tasks, Work Orders, or Change Requests.

Activation of the Group Action Framework (GAF) is necessary for agents that rely on it, ensuring effective processing of incident data and task generation.

Use the Analyze network incidents agentic workflow to resolve incidents, helping customer agents to resolve network tickets by tracking them and creating an actionable task.

Analyze network incidents agentic workflow overview

Resolve the customer issues using a team of AI agents in the Analyze network incidents agentic workflow. It assists the customer agents in resolving a given incident.

Role required: sn_tmt_agentic_ai.sn_noc_incident_user

To modify the Analyze network incidents agentic workflow, Duplicate an agentic workflow, and adjust the settings according to your requirements.

Note:

You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

Important:

In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

Role masking

Required role: sn_tmt_agentic_ai.sn_noc_incident_user

Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

Application dependency

The Analyze network incidents agentic workflow has the following plugin dependencies:

Customer service with service management (sn_cs_sm)
Customer service (sn_customerservice)
Customer service problem management
Telecommunications alarm management open API (sn_ind_tmf642)
Field service management for telecommunications (sn_fsmt)
Major issue management

Analyze network incidents agentic workflow

To access the use case:

Navigate to All > AI Agent Studio > Create and manage.
Select Analyze network incidents.

To create a new use case, see Create an agentic workflow.

Testing the agentic workflow

To access the use case testing page:

Navigate to All > AI Agent Studio > Testing.
On the Overview page, select Test use cases.

To test the use case, see Manually test the execution of an agentic workflow.

AI agents used in the Analyze network incidents agentic workflow

The following AI agents are used to execute the instructions for the agentic workflow.

To create an AI agent, see Create an AI agent.


AI agent	AI agent role
Network ticket resolution AI agent	AI agent capable of providing overall incident and alert summary. It’s also capable of searching the knowledge base for relevant articles to provide resolutions if available.
Ticket readiness AI agent	AI agent capable of predicting the incident fields like category, subcategory, priority, description, short description, and estimated time to resolve the incident using GAF on historic incident data. To activate the GAF, see Activate Group Action Framework for ServiceNow Otto for Telecommunications, Media, and Technology (TMT).
Network correlation monitor AI agent	AI agent capable of identifying the impacted accounts and services and correlating cases opened in the last 15 minutes that could be impacted because of the incident, provide the list to the customers for review, and associate it to the incident. It’s also capable of notifying customers about the outages based on human confirmation by creating service problem cases and linking child cases if any.
Network ticket actionable steps generation AI agent	AI agent capable of generating actionable resolution steps for incoming incident using the Group Action Framework (GAF) and modifies the steps according to the human feedback. To activate the GAF, see Activate Group Action Framework for ServiceNow Otto for Telecommunications, Media, and Technology (TMT).
Network remediation generation AI agent	AI agent capable of consuming resolution steps for an incident and converting them to one of the following task types: Incident Task Work Order Change Request