Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection analyze network incidents agentic workflow
Summarize
Summary of Now Assist for Telecommunications, Media and Technology (TMT) AI Agent Collection
The Analyze network incidents agentic workflow is designed to assist customer agents in resolving network incidents effectively. By utilizing a team of AI agents, this workflow enables agents to track and create actionable tasks for network tickets. Users must have the rolesntmtagenticai.snnocincidentuserto engage with this workflow.
Show less
Key Features
- AI Model Providers: The workflow supports integration with various AI model providers, including Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS.
- Configuration Controls: Use the AI Control Tower to define available options and set skill-level preferences in the Now Assist Admin console.
- Role Masking: Access to agentic workflows is controlled by role masking, requiring specific roles for user access.
- Plugin Dependencies: This workflow relies on several plugins, including Customer service with service management and Telecommunications alarm management open API.
- Testing Capabilities: Users can test the agentic workflow by navigating to the Testing page in AI Agent Studio.
Key Outcomes
By using the Analyze network incidents agentic workflow, ServiceNow customers can expect:
- Improved incident resolution efficiency through AI-driven insights and task generation.
- Enhanced ticket readiness with predictive capabilities for incident categorization and prioritization.
- Streamlined communication with customers regarding impacted accounts and services.
- Automated generation of actionable resolution steps, facilitating a quicker response to incidents.
To modify the workflow, users can duplicate it and adjust settings as needed, ensuring it meets their specific requirements.
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
Role masking
Required role: sn_tmt_agentic_ai.sn_noc_incident_userAgentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with Now Assist 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
- 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
- Navigate to .
- Select Analyze network incidents.
To create a new use case, see Create an agentic workflow.
Testing the agentic workflow
- Navigate to .
- 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 Now Assist 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 Now Assist 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:
|