---
sourceDocument: Yokohama Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences
Release :
- yokohama
ft:locale :
- en-US
ft:publication_title :
- Yokohama Enable AI
ft:clusterId :
- platai
bundleId :
- platai
workflow :
- Platform
---
# Investigate problems
# Platform Investigate problems agentic workflow {#ariaid-title1}
Release version: Yokohama
Updated November 18, 2025
 4 minutes to read
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## Summary of Platform Investigate problems agentic workflow
The Platform Investigate problems agentic workflow is designed to assist ServiceNow users, including agents and subject matter experts, in performing root cause and risk assessments on IT problems.
It analyzes problem records and their related incidents to provide insights, suggest possible solutions, and help create actionable resolution plans.
This workflow is part of the Now Assist applications suite and leverages AI agents to streamline problem investigation within the ServiceNow platform.
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## Setup and Access
* **Prerequisites:** Requires Now Assist for Platform installed (often included with Now Assist apps like ServiceNow Otto for ITSM) and existing Problem and Incident records.
* **Role Requirements:** Users need the `snuxcgenai.platformaiprobleminvestigator` role, with role masking configured to control privileges and data access, including roles like `itil` for incident record access.
* **Activation:** The workflow template must have triggers activated and the Now Assist panel enabled for display.
* **Customization:** To modify instructions, duplicate the workflow, adjust settings, and activate the new version.
* **Access:** Found under *All \> AI Agent Studio \> Create and manage* in the ServiceNow UI; also accessible via AI Workflows panel in Core UI and workspaces.
## Using the Workflow
* The workflow includes AI agents that identify root causes, assess impact, and plan resolutions.
* Users can interact with the workflow through the Now Assist panel using natural language commands (e.g., "investigate the problem PRB001").
* UI actions can be configured in AI Agent Studio for easier workflow access; ensure the property `com.glide.agenticprocessesview.enabled` is set to true.
* Testing is available via AI Agent Studio's Testing page for manual or automated evaluations, requiring the `sn.aiaadmin` role and appropriate security controls.
## Troubleshooting
If the problem record has too many related incidents, users may encounter a token length error due to the AI model's maximum context limit. Currently, this limitation cannot be bypassed; users should try investigating a different problem record.
## Key AI Agent
* **Problem investigation AI agent:** Responsible for root cause identification, impact assessment, and resolution planning within the workflow.
## Additional Information
For customers interested in other Platform-related agentic workflows, additional resources are available under Platform agentic workflows documentation.
Use the Platform Investigate problems AI agents agentic workflow to perform root cause and risk assessments so that you can create an actionable resolution plan for a problem.
## Investigate problems overview
The Investigate problems agentic workflow can help to assist agents and subject matter experts (SMEs) in investigating problems in their IT landscape. A problem can be associated with many incidents, and any investigator must be
aware of a large number of details when looking at a problem. The agentic workflow can help provide insights from the incident and problem details and suggest plans or possible solutions.
The agents, tools, and triggers that are associated with the investigate problems agentic workflow are provided by Now Assist applications. You can [activate the agentic workflow template](https://servicenow-prod.fluidtopics.net/A9lknZbcIxQ5cGtzgbrgNA "Activate triggers and change display settings for agentic workflows in AI Agent Studio that come installed with Now Assist applications.") 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](https://servicenow-prod.fluidtopics.net/ju9DgqK5y_SBvEMgDvZULw "Duplicate an existing agentic workflow in AI Agent Studio to save time by not having to manually configure or create agentic workflows."), 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 ServiceNow Otto for IT Service Management (ITSM).
Because this agentic workflow analyzes problems and incidents related to those problems, you must have records on the Problem and Incident table.
## Role masking
Required role: sn_uxc_gen_ai.platform_ai_problem_investigator.
[Role masking](https://servicenow-prod.fluidtopics.net/KXA9rY7HDpJq5qk3qK1KPg "Role masking for AI agents and agentic workflows running as dynamic users enhances security by enabling users to limit the roles with which AI agents and agentic workflows execute, verifying that AI agents run with minimum necessary privileges.") 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](https://servicenow-prod.fluidtopics.net/BxlfGCh0M5stfHIyBZXlnw "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to.").
In the data access settings, you must also add the necessary roles to enable reading of the tables for Problems and related records. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access Incident records.
## Accessing the Investigate problems agentic workflow
To access the agentic workflow:
1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Investigate problems.
{#problem-investigation__ol_fkq_csr_y2c}
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](https://servicenow-prod.fluidtopics.net/N0JhgMY1Ebivh2YFtaZiww "Dedicated spaces in workspaces and in the Core UI enable you to use agentic workflows directly in record forms. You can view agentic workflow progress and previous executions, and you can answer follow-up questions for ones that require human supervision.") 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 Investigate problems 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](https://servicenow-prod.fluidtopics.net/BxlfGCh0M5stfHIyBZXlnw "In the guided setup for an agentic workflow, define security controls for who can access the agentic workflow and what data the agentic workflow has access to."). 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](https://servicenow-prod.fluidtopics.net/5uI0zIV1QzTDdgdb7FgVlw "Test your agentic workflow in AI Agent Studio to analyze how it functions while it executes the instructions that you defined.").
If you want to evaluate the agentic workflow over many different execution logs, run an [automated evaluation](https://servicenow-prod.fluidtopics.net/eMDDizQfiIWXyccpClESJA "Evaluate agentic workflow and AI agents against datasets of your choice to monitor performance and evaluate against different benchmarks.").
## Sample utterance
After the workflow has been activated in AI Agent Studio, enter investigate the problem PRB001 or similar phrases in the Now Assist panel to trigger 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.
## Troubleshooting
If a Problem has a large number of related incidents, you may run into an error that states "This model's maximum context length is 128000 tokens. However, your messages resulted in \[X\] tokens. Please reduce the length of the messages." This maximum token count is in place for all Now Assist skills, so there is currently no way to work around this error. You can try the agentic workflow again using a different Problem.
## AI agents used in the Investigate problems agentic workflow
The following table lists the agents that are used in the Investigate problems agentic workflow.
Important:
In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
{#problem-investigation__entry__2}
| AI agent name | AI agent description |
|-|-|
| Problem investigation AI agent | Identifies the root causes, performs an impact assessment, and plans resolutions. |
[Table 1. AI agents names and descriptions in the Investigate problems agentic workflow]
## Other Platform agentic workflows
For more information on other agentic workflows associated with the Platform workflow, see [Platform agentic workflows](https://servicenow-prod.fluidtopics.net/WDyeqIZ9ANUDnZFJ~J9_0g "You can use the available Now Assist AI agents Platform agentic workflows to achieve business outcomes with self-executing autonomous AI agents.").
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