In-product experience for agentic workflows

  • Release version: Australia
  • Updated November 4, 2025
  • 3 minutes to read
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    Summary of In-product experience for agentic workflows

    ServiceNow’s agentic workflows enable users to leverage AI-driven processes directly within record forms through dedicated spaces in workspaces and the Core UI. These workflows assist with complex tasks such as generating resolution notes or investigating root causes. Users can monitor workflow progress, review past executions, and respond to follow-up questions requiring human supervision.

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    Key Features

    • AI Workflows Panel: Accessible in both the Core UI and workspaces, it displays agentic workflows running on a record, showing current progress, historical runs, and detailed processing messages.
    • Human Supervision: Workflows that require input allow designated users to approve next steps or answer questions to progress the workflow.
    • UI Actions Creation: Users can create UI actions for agentic workflows via AI Agent Studio in the guided setup process, enabling smoother interaction within the UI.
    • Execution List Filtering: Workflow cards can be filtered by execution state (e.g., Ready for review, Completed), with clear distinctions between workflows that generated outputs and those that did not.
    • User Responsibility: The “Supervised by” field identifies the user responsible for follow-up inputs, ensuring controlled workflow progress.
    • Processing Messages and History: Detailed logs of workflow steps, processing states, previous answers, and final outputs are available for review. Users can also view AI reasoning sources such as Knowledge Base articles.
    • AI-modified Fields: Fields updated by agentic workflows are labeled in Now Assist to indicate AI involvement.
    • AI Presence Indicator: An icon on the record form signals active agentic workflows, showing the count and status, with options to cancel ongoing workflows.
    • Status Alerts: Users receive alerts when workflows change states or require input, with quick access to review generated outputs.
    • Configuration Checks: To enable the AI Workflows panel, ensure the system property com.glide.agenticprocessesview.enabled is true and that the workspace sidebar is visible via user preferences.

    Practical Benefits for ServiceNow Customers

    This enhanced in-product experience allows customers to seamlessly integrate AI-driven workflows into their daily operations, improving efficiency in case resolution and problem investigation. By providing visibility into workflow progress and enabling human-AI collaboration through supervised inputs, customers can ensure accuracy and maintain control over automated processes. The ability to review detailed histories and AI sources supports transparency and trust in AI outputs, while UI actions streamline workflow interactions within the ServiceNow platform.

    Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision.

    Agentic AI in the Core UI and workspaces

    Agentic workflows can help you accomplish complex tasks, such as generating resolution notes for cases and incidents or investigating problems and root causes. You can view agentic workflows running on a record in the AI Workflows panel, available in both the Core UI form and in workspaces. For agentic workflows that require human supervision, you can answer questions, approve next steps, or provide other input. In addition to monitoring current progress, you can review historical runs to compare results.

    To create UI actions for your agentic workflows, open the agentic workflow in AI Agent Studio, navigate to the Select channels and access step in the guided setup, and create a UI action.

    If the AI Workflows panel is not visible, check the following:

    • Ensure that the property com.glide.agentic_processes_view.enabled is set to true.
    • Check whether the Workspace user preferences have Show the sidebar toggled on. If this setting is not enabled, the AI Workflows panel will not display. To access this setting, select the profile icon at the top right of the screen, then select Preferences. The setting is located on the Workspace tab.

    Service Operations Workspace with the AI Workflows open

    Agentic workflow execution list

    The list of agentic workflow cards can be filtered by execution state, and you can change the active filters at any time.

    Note:
    The Ready for review state differs from the Completed state in that the former indicates the workflow has generated some output. Agentic workflows without an output are marked only as Completed.

    The Supervised by field identifies the user responsible for answering follow-up questions. Only the specified user can provide answers to progress the agentic workflow, though others can view the questions asked.

    Filter dropdown for agentic workflow executions

    Each card displays the current or final processing message. To view the full list of processing messages, select the agentic workflow card to open the details.

    For currently running workflows, time estimates based on previous executions are displayed. For completed workflows, the cards show the total time taken.

    The execution list also displays the results of any workflows triggered in the Now Assist panel or triggered automatically by events, once they are complete.

    Agentic workflow execution details

    When you select a specific agentic workflow, you can view its processing messages and history. Processing messages indicate which steps the agentic workflow has already completed and which are still in progress.

    You can modify the processing messages for an AI agent or tool in AI Agent Studio. For an AI agent, open the AI agent and go to the Select channels and access step. For a tool, open the AI agent, go to the Add tools and information step, and select the tool to open the form modal.

    Processing messages in the AI Workflows panel

    The history section of the card can display previous answers to follow-up questions. For completed agentic workflows, you can review the final output in the history if one exists. When an output is available, you can view the sources behind the AI's reasoning by selecting the information icon. Citations can include Knowledge Base articles and lists of records.

    To copy the text of the final output of an agentic workflow, select the copy icon.

    Output of an agentic workflow

    Fields updated with agentic AI

    When an agentic workflow changes the value of a field, Now Assist displays a label beneath the field value indicating that the value was modified by AI.

    AI presence indicator

    While an agentic workflow is in progress on a record, an icon AI workflow indicator appears at the top of the record form alongside other UI actions. Selecting it shows how many agentic workflows are running on the record and the general status of each.

    To cancel an agentic workflow that is in progress, select the more options icon on the agentic workflow card, and then select Cancel.

    Alerts for agentic workflow status changes and required input

    When an agentic workflow changes states, such as when it completes or has a follow-up question, an alert appears at the top of the screen. If the workflow generates an output, you can select the Review button to view the final result.