---
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 Issue Auto Resolution in ITSM Virtual Agent

# Actionable notifications for Issue Auto Resolution 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 when Virtual Agent finds a topic that matches the end
user's intent.
Issue Auto Resolution sends actionable notifications through Virtual Agent directly to the end user on their preferred chat channel when the
machine-learning model finds a topic that matches the end user's intent. Issue Auto Resolution must be enabled, and the end user must be subscribed to
notifications.

Actionable notifications contain buttons that the end user can select. Each button is
mapped to a topic that is enabled for Issue Auto Resolution. Based on the end
user's selections, different aspects of Issue Auto Resolution execute,
according to the logic of the matched topic.

For more information about Issue Auto Resolution, see [Using Issue Auto
Resolution](https://www.servicenow.com/docs/access?context=auto-resolution-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) and [Issue Auto Resolution for ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/HjSeVJbyZ2V0QKdSFa3w~A "Proactively deflect common ITSM incidents to ITSM Virtual Agent. Initiate a conversation with an end user after they submit an incident through a non-conversational service channel, if an existing ITSM Virtual Agent conversation can resolve the issue.").  
Note:  
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.").

## Issue Auto Resolution {#itsm-va-notifications-iar__section_ynx_cpf_xvb}

End users receive this notification when an incident is created and the incident short
description relates to an existing Issue Auto Resolution topic intent. The
end user can choose to accept the Virtual Agent assistance, wait for a human
agent, or skip the notification.

If the end user accepts the Virtual Agent assistance, the matched Issue Auto Resolution topic runs and Virtual Agent provides
suggestions to resolve the issue.

After Virtual Agent provides suggestions to resolve the issue, the end user
can indicate if these suggestions were successful and can choose to close the ticket or to
leave it open. If the end user chooses to leave the ticket open, Virtual Agent assigns the ticket to a live agent.

## Issue Auto Resolution Reminder {#itsm-va-notifications-iar__section_t34_t2r_tvb}

End users receive this notification to remind them that virtual assistance has been found
to help them. The end user can choose to accept the Virtual Agent assistance,
wait for a human agent, or skip the notification.