---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Actionable notifications for incidents in ITSM Virtual Agent

# Actionable notifications for incidents in ITSM Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Notify employees of pending tasks and incident alerts with notifications from ITSM Virtual Agent.
You must activate notifications in Workflow Studio in order to use them. For
details, see [Set up actionable notifications for ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/w0ZxOE328f_vp1NGZ2c0hA "Administrators and users with the virtual_agent_admin role can enable system notifications, trigger Workflow Studio flows for actionable notifications topics, and activate notifications in Virtual Agent.").

## Incident commented {#itsm-actionable-notification-flows__section_vc5_t3q_tvb}

End users are notified whenever someone adds a comment to their incident. The end user can
choose to view comments, resolve the incident, or skip the notification.

If the end user selects View Comments, Virtual Agent
displays the three most recent comments on the incident.

After viewing the most recent comments, the end user can choose to add their own comments
and images.

## Incident on behalf of caller {#itsm-actionable-notification-flows__section_nk2_fqy_wvb}

End users receive this notification whenever someone opens an incident on their behalf. The
end user can choose to add a comment to the incident, resolve the incident, or skip the
notification.

If the end user selects Add Comment, Virtual Agent
provides a URL to the incident and the end user can enter comments directly into the
chat.

If the end user selects Resolve Incident, Virtual Agent resolves the incident and provides the incident URL.

## Incident resolved {#itsm-actionable-notification-flows__section_bs3_vjq_tvb}

End users receive this notification whenever someone other than the end user resolves one
of their incidents. The end user can choose to close the incident, mark the incident
unresolved, or skip the notification.

If the end user chooses to mark the incident unresolved, Virtual Agent
offers to add comments from the end user directly through the chat and reopens the
incident.

If the end user chooses to close the incident, Virtual Agent closes the
incident and provides the incident URL.

## Incident Update {#itsm-actionable-notification-flows__section_v4v_hqy_wvb}

End users receive this notification whenever someone updates their incident. The end user
can choose to add a comment to the incident, resolve the incident, or skip the
notification.

## KB attached to incident (deprecated) {#itsm-actionable-notification-flows__section_cqw_sgq_tvb}

End users receive this notification from Virtual Agent when a Knowledge Base article is attached to their incident. The end user can choose
to view the article, resolve the incident, or skip the notification.

If the end user chooses to view the article, Virtual Agent displays a
snippet and a link to the complete article.

The end user can also give feedback and add comments to the incident​.