Analyze alert impact agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Analyze alert impact agentic workflow

    The Analyze alert impact agentic workflow enables ServiceNow customers to efficiently investigate alerts by leveraging AI agents that integrate with observability tools like Dynatrace, Kentik, and New Relic. This workflow provides critical context about alert severity, impact, potential root causes, and ownership to help teams respond effectively and communicate clearly with stakeholders.

    Show full answer Show less

    Key Features

    • AI-driven insights: The workflow uses multiple AI agents to retrieve alert impact summaries, key observability details, and vendor-specific data for comprehensive analysis.
    • Integration with observability tools: Connects with leading observability platforms to surface relevant data such as recent deployments and service ownership.
    • Customizable workflow: Customers can duplicate and modify the agentic workflow and its AI agents, ensuring instructions and configurations remain consistent.
    • Built-in Now Assist panel: Provides an interactive interface to manage the workflow, define requirements, set security controls, add triggers, and test alert analysis via chat queries.
    • Default activation: The workflow is enabled by default, facilitating immediate use with options for configuration.

    Using the Workflow

    Access the Analyze alert impact workflow through AI Agent Studio by navigating to All > AI Agent Studio > Create and manage > Analyze alert impact. From there, you can:

    • Review and update key requirements, security controls, and triggers.
    • Enable the Now Assist panel display for workflow interaction.
    • Test the workflow by querying alerts, e.g., “What is the impact of Alert0010056NR?” and review the responses and AI agent logs.

    Notifications appear in AI Agent Studio when alert analyses are generated, allowing users to take informed actions or request additional insights.

    Configuration Notes

    Observability AI agents require additional setup to connect with external vendors. Customers should follow the procedures to configure these agents correctly to ensure data retrieval and analysis functions as intended.

    When modifying any part of the workflow or AI agents, all instructions and configurations must be updated to maintain accuracy and effectiveness.

    Use the analyze alert impact agentic workflow to investigate an alert and get the context that you need to respond efficiently.

    Analyze alert impact agentic workflow overview

    The analyze alert impact agentic workflow uses AI agents to interact with observability tools, such as Dynatrace, Kentik, and New Relic. The agents surface information to help you do the following:

    • Understand the severity and impact of alerts.
    • Find potential root causes using insights, such as recent deployments.
    • Identify ownership by surfacing relevant services and responsible teams.
    • Support stakeholder communication with clear, actionable information.

    Use the information on this page to learn about the agents related to the analyze alert impact agentic workflow. To modify the analyze alert impact agentic workflow, duplicate it and adjust the settings.

    Important:
    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    Analyze alert impact agentic workflow

    Investigate an alert and get insights into its severity, impact, ownership, and root causes.

    To access the agentic workflow in AI Agent Studio:

    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Analyze alert impact.

    The Analyze alert impact page lets you manage the agentic workflow, including defining key requirements, defining security controls, and adding triggers.

    Important:
    This agentic workflow is turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    AI agents used in the analyze alert impact agentic workflow

    The analyze alert impact agentic workflow uses observability AI agents to gather information from alerts and request insights. The observability AI agents require additional configuration. For configuration procedures and detailed information about the data returned by these agents, see Configure observability agents for Now Assist.

    Table 1. AI agents and their roles
    AI agent AI agent role
    Alert impact summary AI agent Retrieves the alert impact summary for a specific alert.
    Alert information retrieval AI agent Gathers key observability details for a specific alert.
    Observability agents Retrieves data from the observability vendor associated with the alert. For details, see Configure observability agents for Now Assist

    Generating the alert analysis

    In the agentic workflow record:

    1. Review the information in the Define key requirements, Define security controls, and Add triggers screens, make the necessary updates, and then select Continue.
    2. In the Select channels and status screen:
      1. Turn on the Now Assist panel display.
      2. Select Save and test.
    3. Test the agentic workflow by asking a question, for example, What is the impact of Alert0010056NR?
    4. Select Continue to Test Chat Response.

      The page shows the chat responses, visualizes the AI agents involved, and lists the AI agent decision logs.

    In AI Agent Studio, you get notified when the analysis is generated. You can then act on the information or ask more questions about the alert. For more information about using the agentic workflow in the Now Assist panel, see Analyze alert impact in the Now Assist panel.