Platform Issue Readiness AI agent
Summarize
Summary of Platform Issue Readiness AI agent
The Issue Readiness AI agent evaluates the status of tasks to determine if they are ready for action. By analyzing records for completeness, it helps fulfillers identify actionable work without needing to manually check for pending approvals or missing information.
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Key Features
- Automated Task Readiness Assessment: The agent reviews task records to confirm all necessary information is present.
- Reduced Manual Checks: Fulfiller efficiency is enhanced by minimizing the need for back-and-forth communication and manual verifications.
- Clear Actionable Insights: Users can directly see which tasks are ready for prioritization.
Prerequisites and Setup
To utilize the Issue Readiness AI agent, the Now Assist Agent for Platform must be installed. Role masking is necessary to define user roles and privileges, ensuring the AI agent can access required records by configuring security controls appropriately.
Accessing and Testing the AI Agent
To access the agent, navigate to All > AI Agent Studio > Create and manage, and select the AI Agents tab. Testing can be performed by users with the sn.aiaadmin role on the Testing page of AI Agent Studio, where sample queries can be entered for execution.
The Issue Readiness AI agent analyzes the current state of a task to assess and determines whether it is ready to be worked on.
Issue Readiness AI agent overview
The Issue Readiness AI agent takes the information on a record, analyzes it, determines whether all relevant information is present on the record, and makes a decision about whether the task is ready for work. Using the AI agent can help fulfillers focus on actionable work by reducing manual checks for missing supporting details or back-and-forth conversations. Instead of having to check whether tasks are waiting on pending approvals or unanswered questions, fulfillers can see what actionable work is available and prioritize it.
Prerequisites and setup
To access this AI agent, you must have Now Assist Agent for Platform installed on your instance, which is installed with any other Now Assist application, such as Now Assist for IT Service Management (ITSM).
Role masking
Required role:
Role masking enables users to limit the roles and privileges of AI agents during tool execution. AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.
In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to evaluate for readiness. For example, you can add the itil role to the AI agent's list of approved roles so that it can access Incident records.
Accessing the Issue Readiness AI agent
- Navigate to .
- Go to the AI Agents tab.
- Select Issue Readiness.
Testing the Issue Readiness AI agent
You can manually test the AI agent execution on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured in the security controls. Select the AI agent, start a manual test, and use utterances in the Task field like the ones below.
Sample utterances
After the agent has been activated in AI Agent Studio, enter phrases such as the following or similar queries to run the AI Agent in Virtual Agent, the Now Assist panel, or Microsoft Teams.
- Is INC001234 ready for work?
- Do I have enough details on CSM0001234 to start?