Platform Generate resolution plans agentic workflow

  • Release version: Xanadu
  • Updated February 7, 2025
  • 2 minutes to read
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    Summary of Platform Generate resolution plans agentic workflow

    The Platform Generate resolution plans agentic workflow enables ServiceNow customers to streamline task resolution by automatically fetching task record details, generating detailed resolution summaries, and updating comments or work notes. This AI-driven workflow supports complex logic even with minimal input, making it adaptable for diverse task scenarios. The workflow leverages AI agents, tools, and triggers provided by Now Assist applications.

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    To utilize this workflow, customers activate the agentic workflow template by enabling triggers and configuring the display to include the Now Assist panel. For customization, the workflow instructions can be duplicated and adjusted to fit specific business requirements before activation.

    Prerequisites and Setup

    • Now Assist for Platform must be installed, which is included with other Now Assist applications like Now Assist for IT Service Management (ITSM).
    • Group Action Framework (GAF) configuration is required to ensure the AI agents perform correctly. This involves setting up AI Search and configuring GAF appropriately.
    • Users need the sn.nowassistpaneluser role to run the workflow via the Now Assist panel, and the sn.aiaadmin role to test the workflow in AI Agent Studio.

    Using the Workflow

    Once activated, users can trigger the workflow by entering commands such as:

    • "Generate resolution plan for [tasknumber]"
    • "Create detailed resolution steps for [tasknumber]"
    • "Resolve [tasknumber]"

    This interaction can be performed through the Now Assist panel or the AI Agent Studio Testing page.

    Key AI Agents Involved

    • Next Best Action Recommendation AI agent: Identifies resolution steps by analyzing similar tasks and relevant knowledge articles.
    • Record Management AI agent: Handles fetching, creating, and updating task records based on provided details.
    • Web Research and Recommendation AI agent: Conducts web searches to analyze problems and generate resolution steps.

    Additional Information

    For customers interested in exploring other AI-driven workflows, additional Platform agentic workflows are available, expanding automation and AI capabilities across the ServiceNow environment.

    Use the Platform Generate resolution plans AI agents agentic workflow to fetch task record details, generate resolution summary steps, and update comments or work notes.

    Generate resolution plans overview

    The Generate resolution plans agentic workflow can help resolve tasks by collecting record details and generating resolution summaries that can be added to comments or work notes. Due to the dynamic nature of AI agents, this agentic workflow can be used for tasks that require complex logic even when provided with minimal details.

    The agents, tools, and triggers that are associated with the Generate resolution plans 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 must also configure Group Action Framework (GAF). See Set up AI Search for Group Action Framework and Configure Group Action Framework for more information on getting started with GAF.

    Sample utterance

    After the workflow has been activated in AI Agent Studio, enter these or similar phrases in the Now Assist panel to trigger the workflow. You must have the sn.now_assist_panel_user role to run the 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.

    • Generate resolution plan for INC0001
    • Create detailed resolution steps for INC0001
    • Resolve INC0001

    AI agents used in the Generate resolution plans agentic workflow

    Table 1. AI agents names and descriptions in the Generate resolution plans agentic workflow
    AI agent name AI agent description
    Next best action recommendation AI agent Identifies the steps for resolving tasks by referencing the similar task details and reviewing knowledge articles.
    Record management AI agent Fetches, creates, and updates record actions with the provided record details.
    Web research and recommendation AI agent Analyzes problems and generates resolution steps using web search tools.

    Other Platform agentic workflows

    For more information on other agentic workflows associated with the Platform workflow, see Platform agentic workflows.