Platform Generate resolution plan agentic workflow
Summarize
Summary of Platform Generate Resolution Plan Agentic Workflow
The Generate Resolution Plan agentic workflow utilizes AI agents to assist in resolving tasks by collecting record details and generating resolution summaries. This workflow is particularly useful for tasks requiring complex logic based on minimal information. It is part of the Now Assist applications, and requires activation of specific triggers and display settings.
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Prerequisites and Setup
To utilize this workflow, it is essential to have the Now Assist for Platform installed, which can be obtained via other Now Assist applications like IT Service Management (ITSM). Additionally, configuring the Group Action Framework (GAF) is necessary for optimal performance. Role masking is also required, specifically the snuxcgenai.platformaigrpworkflow role, to restrict access and privileges during execution.
Additional Configuration
Configuration settings can be modified through the Now Assist Skill Config Var Set. Key parameters include:
- Show button: Enables UI action for reviewing generated plans.
- Search Mode: Options include Keyword, Semantic, or Hybrid for retrieving relevant records.
- usewebsearch: Allows the workflow to utilize web searches for information gathering.
Accessing the Workflow
To access the Generate Resolution Plan agentic workflow, navigate to All > AI Agent Studio > Create and manage and select Generate Resolution Plan. The guided setup provides a list of included AI agents and tools for management. The workflow can also be accessed through the AI Workflows panel in the Core UI.
Testing the Workflow
Manual testing can be performed via the Testing page in AI Agent Studio if you have the appropriate roles. Sample utterances can be used to trigger the workflow, such as "Generate resolution plan for INC0001." Automated evaluations are also available for comprehensive testing.
AI Agents Used
The workflow employs specific AI agents, including:
- Next Best Action Recommendation AI Agent: Identifies resolution steps based on similar task details.
- Resolution Action AI Agent: Breaks down resolution steps into smaller actions.
For further details on other associated agentic workflows, refer to the Platform agentic workflows documentation.
Use the Platform Generate resolution plan AI agents agentic workflow to fetch task record details, generate resolution summary steps, and update comments or work notes.
Generate resolution plan overview
The Generate resolution plan 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 plan 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 setup
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.
Role masking
Required role: sn_uxc_gen_ai.platform_ai_grp_workflow.
Role masking enables users to limit the roles and privileges of agentic workflows during tool execution. Agentic workflows and their 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 agentic workflow.
In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to access for potential resolution plans. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.
Additional configuration
You can change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope:
- Go to the Now Assist Skill Config [sn_nowassist_skill_config] table.
- Open the record named Generate Resolution Plans Skill Config.
- In the Now Assist Skill Config Var Set related list, select the configuration variable set you want to edit.
- Set the variables for the configuration type.
- Save the Var Set.
The Generate resolution plan configuration variable set includes the following variables. You can configure either the AIS fields or the GAF field for determining how the agentic workflow gathers what work the user has. If you configure both, GAF takes priority when running the agentic workflow. For more information about GAF, see Group Action Framework.
|
Config field |
Description |
Default value |
|---|---|---|
|
Show button |
Display a UI action for reviewing a generated resolution plan |
Enabled |
|
Button label |
Label for the UI action button to review a generated resolution plan |
Review |
|
Config field |
Description |
|---|---|
|
script_to_run |
Optional script to run when the Next Best Action Recommender executes |
|
Search Mode |
Options include Keyword, Semantic, or Hybrid. Keyword-based searches look at individual phrases, while semantic-based searches rely on the phrasing of utterances as well. Hybrid utilizes both strategies. Default: Keyword |
|
AIS Search Profile |
Profile for AI search, such as Now Assist in Virtual Agent. |
|
Return Fields |
Field values returned from identified relevant records |
|
GAF Config |
Group Action Framework grouping configuration record, which is a collection of groups of records to make searching easier |
|
AIS Search Fields |
Fields used by AI Search to determine what work a user has |
|
use_websearch |
Enables the agentic workflow to use web searches to help collect relevant information for generating the resolution plan |
|
AI Search Matching Threshold |
Threshold value for whether AI Search considers a record to be related and relevant |
|
Table |
Table which has the records you want to generate resolution plans for |
|
Config field |
Description |
|---|---|
|
agent |
Name of the AI agent to use for generating resolution actions |
|
tablesinfo |
Table information for providing context for generated action steps |
Accessing the Generate resolution plan agentic workflow
- Navigate to .
- Select Generate Resolution Plan.
The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.
In-product agentic AI and UI actions
Agentic workflows can be accessed in the Core UI and in workspaces in the AI Workflows panel. From there, you can track their progress, provide or review input, and see the results of the work performed. For more information, see In-product agentic AI for more details about the AI Workflows panel.
To enable users to access agentic workflows with UI actions, you can open the agentic workflow in AI Agent Studio and navigate to the Select channels and access step. You can select a UI action as a possible way to access the workflow
If you don't see your UI actions after configuring it in AI Agent Studio, ensure that the property com.glide.agentic_processes_view.enabled is set to true.
Testing the Generate Resolution Plan agentic workflow
You can manually test an agentic workflow execution or access 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. Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See Test an agentic workflow execution.
If you want to evaluate the agentic workflow over many different execution logs, run an automated evaluation.
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 plan agentic workflow
| AI agent name | AI agent description | Role required |
|---|---|---|
| Next best action recommendation AI agent | Identifies the steps for resolving tasks by referencing the similar task details and reviewing knowledge articles. | sn_uxc_gen_ai.platform_ai_next_best_action |
| Resolution Action AI Agent | Analyzes and breaks down each previous resolution step into smaller, actionable substeps, then creates records | sn_uxc_gen_ai.platform_ai_resolution_action_ai_agent |
Other Platform agentic workflows
For more information on other agentic workflows associated with the Platform workflow, see Platform agentic workflows.