Platform Analyze incident trends agentic workflow
Summarize
Summary of Platform Analyze incident trends agentic workflow
The Platform Analyze incident trends agentic workflow helps ServiceNow customers proactively identify and resolve recurring incident patterns before they escalate. By grouping and indexing incidents, the workflow uses a large language model (LLM) to detect common issues and root causes, then generates actionable resolution recommendations. Users can interact with the LLM by providing feedback, refining the analysis until they confirm satisfaction. This capability enhances incident management by predicting disruptions, reducing downtime, and improving overall service reliability.
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Key Features
- Incident Pattern Detection: The workflow analyzes large volumes of incident data (requiring at least 500 incidents) to identify recurring trends and root causes.
- Resolution Recommendations: It provides AI-generated suggestions for addressing detected issues based on historical incident analysis.
- User Feedback Loop: Customers can guide further analysis by giving feedback to the AI, enabling a tailored and iterative approach.
- Integration with Now Assist: The workflow utilizes agents, tools, and triggers from Now Assist applications and requires activation via AI Agent Studio.
- Customizable Instructions: Customers can duplicate and adjust the agentic workflow instructions to fit specific organizational needs before activation.
Prerequisites and Setup
- Now Assist for Platform must be installed on the ServiceNow instance (obtained by installing any Now Assist application such as Now Assist for ITSM).
- Group Action Framework (GAF) configuration is mandatory for the Incident table to enable proper analysis.
- A minimum of 500 incidents must exist in the Incident table to ensure meaningful trend detection.
Usage and Operation
- Activate the workflow by making triggers active and enabling the Now Assist panel display settings.
- Run the workflow by typing "analyze incident trends" in the Now Assist panel or the AI Agent Studio Testing page (requires sn.aiaadmin role).
- Currently, filtering incidents by date or other conditions is not supported within this workflow.
Troubleshooting
- If you encounter the error "I couldn't analyze as I didn't have the required resources," verify that GAF is properly configured for the Incident table.
- If issues persist after GAF setup, contact Now Support for assistance.
AI Agents Involved
- Incident trends analyzer: This AI agent processes incident data to identify recurring problems and root causes, delivering recommendations to resolve them.
Use the Platform Analyze incident trends AI agents agentic workflow to detect recurring incident patterns so that you can flag and resolve them before they escalate.
Analyze incident trends overview
The Analyze incident trends agentic workflow can help enhance incident management by detecting recurring patterns, predicting disruptions, and enabling a proactive resolution to reduce downtime and improve reliability. Incidents are grouped and indexed by the LLM so that the LLM can analyze common recurring issues and root patterns. The LLM then generates resolution recommendations based on the analysis and displays it to you. You can provide feedback for the LLM to guide additional analysis, and the conversation ends after you confirm satisfaction with the results.
The agents, tools, and triggers that are associated with the Analyze incident trends agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active and setting the display settings to include the Now Assist panel. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.
Prerequisites and set up
To access this workflow, you must have Now Assist for Platform installed on your instance, which you can get if you install any other Now Assist application, such as Now Assist for IT Service Management (ITSM).
For this agentic workflow to behave as expected, you should have at least 500 incidents on your Incident table.
You must also configure Group Action Framework (GAF). See Group Action Framework for more information on what GAF is and how to set it up.
Sample utterance
After the workflow has been activated in AI Agent Studio, enter analyze incident trends in the Now Assist panel to run the agentic workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.
Troubleshooting
When running this agentic workflow, it is possible to see an error that states "I couldn't analyze as I didn't have the required resources." This error occurs when GAF is not configured for the table you want to analyze. See Configure Group Action Framework for steps to configure GAF for the Incident table. If you are still having issues after GAF is configured, reach out to Now Support.
Troubleshooting
When running this agentic workflow, it is possible to see an error that states "I couldn't analyze as I didn't have the required resources." This error occurs when GAF is not configured for the table you want to analyze. See Configure Group Action Framework for steps to configure GAF for the Incident table. If you are still having issues after GAF is configured, reach out to Now Support.
AI agents used in the Analyze incident trends agentic workflow
| AI agent name | AI agent description |
|---|---|
| Incident trends analyzer | Analyzes the incident data to identify the recurring issues and root causes so that it can provide recommendations. |
Other Platform agentic workflows
For more information on other agentic workflows that are associated with the Platform workflow, see Platform agentic workflows.