IT Service Management AI agent collection Wrap-up and resolve incident agentic workflow

  • Release version: Yokohama
  • Updated August 18, 2025
  • 5 minutes to read
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    Summary of IT Service Management AI Agent Collection Wrap-up and Resolve Incident Agentic Workflow

    The Wrap-up and resolve incident agentic workflow in ServiceNow’s IT Service Management (ITSM) AI agent collection helps automate incident resolution by generating resolution notes, selecting resolution codes, and attaching relevant Knowledge Base (KB) or Known Error (KE) articles. This workflow streamlines closing incidents by leveraging AI to draft resolution details and link appropriate documentation, improving incident handling efficiency and knowledge sharing.

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    Key Features

    • Resolution Notes Generation: AI generates resolution notes based on the incident’s work notes and comments, which can be reviewed and approved before being added to the incident record.
    • Resolution Code Selection: Users select the appropriate resolution code, such as Duplicate or Known Error, which triggers specific actions like updating duplicate incident information or attaching KE articles.
    • Knowledge Article Management: The workflow recommends relevant KB articles to attach after incident resolution. Users can also create and attach draft KB articles directly from the workflow if no suitable articles exist.
    • Known Error Article Attachment: When the Known Error resolution code is selected, the workflow searches for and recommends similar KE articles for attachment to the incident record.
    • Duplicate Incident Handling: If the Duplicate resolution code is selected, the workflow updates duplicate incident information accordingly.
    • Customizable Workflow: The workflow can be duplicated and modified to suit organizational needs, with a reminder to update all related AI instructions when changes are made.
    • Integration with Now Assist Panel: The workflow is accessible via the Now Assist panel, allowing users to query and apply AI-generated recommendations directly within incident records.

    AI Agents Involved

    • Incident Resolution Details AI Agent: Generates resolution notes and provides resolution code options; updates duplicate incident info when applicable.
    • Incident Knowledge Article AI Agent: Searches for and recommends KB articles; supports creating draft KB articles if no suitable matches exist.
    • Incident Known Error Article AI Agent: Finds and suggests KE articles when the Known Error resolution code is selected.

    Setup Requirements

    • Ensure the Now Assist for IT Service Management plugin (snitsmgenai) is installed and configured.
    • Enable the Resolution notes generation and KB generation skills within the Now Assist admin panel.
    • Activate the Now Assist panel for users via the CI Admin console.
    • Confirm AI agents are enabled (Status field set to active) in AI Agent Studio.

    Using the Workflow

    • Access the workflow via AI Agent Studio > Create and manage > Wrap up and resolve incident.
    • Review and update workflow settings such as preferred triggers and UI display preferences.
    • Assign roles permitted to use the workflow; by default, the itil role is included.
    • Use the Now Assist panel to input queries that trigger AI agents to generate resolution notes, suggest resolution codes, and recommend KB/KE articles.
    • Approve and apply AI-generated resolution notes and codes to the incident record, attach relevant articles, and resolve the incident efficiently.

    Benefits for ServiceNow Customers

    This agentic workflow enhances incident resolution by automating note generation and knowledge article linkage, reducing manual effort and improving accuracy. It ensures consistent documentation, accelerates incident closure, and enriches the knowledge base for future reference, empowering IT teams to deliver faster and more informed service.

    Use the Wrap-up and resolve incident agentic workflow to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. Update duplicate incident information when the resolution code is Duplicate.

    Wrap-up and resolve incident agentic workflow overview

    Using the Wrap-up and resolve incident agentic workflow:
    1. Generate resolution notes (root cause and resolution steps) based on the work notes and comments in the activity stream of the incident record and select a resolution code.
    2. Update duplicate incident information to the incident record when the resolution code is Duplicate.
    3. Check for relevant available KE articles and attach any of them to the incident record when the resolution code is Known Error.
    4. Check for relevant available KB articles and attach any of them to the incident record.
    5. Create a draft KB and attach it to the incident record if necessary.

    To modify the Wrap-up and resolve incident agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Important:
    When you modify an agentic workflow, AI agent, or a tool, make sure that you update all instructions accordingly.

    Resolve incidents and link a KB or KE article

    When you make a query or a request in the  Now Assist panel,  resolution notes are generated based on the work notes and the comments from the activity stream of the incident record. You can select any resolution code from the available resolution codes. You can update the duplicate incident information to the incident record if the resolution code is selected as Duplicate.

    You can also attach any of the KE articles from the similar KE article recommendations to the incident record if the resolution code is selected as Known Error and then resolve the incident. After the incident is resolved, you can attach any of the KB articles from the similar recommended KB articles to the incident record. You can also select to create a draft KB article.

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Wrap up and resolve incident.

    AI agents used in the Wrap-up and resolve incident agentic workflow

    In the Wrap-up and resolve  incident agentic workflow, specific AI agents are used for each type of resolution to generate the desired recommendations and output.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
    Table 1. AI agents and their roles listed in the order of execution in the Wrap-up and resolve   incident agentic workflow
    AI Agent AI Agent role
    Incident resolution details AI agent
    1. Generates and recommends resolution notes based on the work notes and comments in the activity stream. After you approve, the resolution notes are added to the incident record.
    2. Provides the available resolution codes to select. After selection, the codes are added to the incident record.
    3. Updates duplicate incident information to the incident record if the selected resolution code is Duplicate.
    Incident knowledge article AI agent
    1. Resolves the incident and then searches and recommends similar KB articles. You can select any of the recommended KB articles or enter any KB article irrespective of any similar KB articles found which are then attached to the incident record.
    2. If no similar KB articles are available or you don’t want to select from the available similar KB articles, you can still choose to create a draft KB article anyway. You can provide the input as Draft in the Now Assist panel. In such a case, the AI agent drafts and recommends a KB article that you can link to the incident record.
    Incident known error article AI agent Searches for and recommends similar KE articles if the resolution code is Known Error. You can select any of the recommended KE articles that are then attached to the incident record and the incident is resolved. If no relevant KE articles are available, you can enter any KE article, which is then attached to the incident record.

    Set up the Wrap-up and resolve incident agentic workflow

    To use the Wrap-up and resolve incident agentic workflow, you must confirm or perform the following:
    1. The Now Assist for IT Service Management plugin (sn_itsm_gen_ai) plugin is installed and configured.
    2. Navigate to All > Now Assist admin > Skills and enable the following skills and options:
      1. On the Now Assist skills tab, select ITSM and then activate the Resolution notes generation and KB generation skill. For more information, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM).
      2. On the Now Assist Experience tab, enable the Now Assist panel for users.
      3. Select the CI Admin console link, and then enable the Now Assist panel.
      For more information, see Configure Now Assist for IT Service Management (ITSM).

    Use the Wrap-up and resolve incident agentic workflow

    In the agentic workflow record:
    1. Review the information in the Define key requirements screen (workflow description and list of steps field) and in the Add a preferred trigger screen, make any necessary updates, and then select  Save and Continue.
      Note:
      You can only edit the information in this record in the IT Service Management AI agent collection application scope.
    2. In the Select a UI display screen:
      1. Select Now Assist panel where you want the agentic workflow output to be displayed.
        Note:
        When selected, the Now Assist panel icon can be accessed from the menu bar.
      2. Use the arrow next to it to add roles that can access the agentic workflow.
        Note:
        The itil role is added by default. Any role that you add in this field can use the Wrap-up and resolve incident agentic workflow. For example, from the Now Assist panel.
      3. Select  Save and test.
      The agent executes the request for the agentic workflow.

      Example of the Wrap-up and resolve incident agentic workflow output in the ServiceNow AI Agent StudioWrap-up and resolve incident agentic workflow output in AI Agent Studio.

    3. Access and use the Wrap-up and resolve incident agentic workflow from the Now Assist panel.

      You can query in the Now Assist panel to use the agentic workflow. For the query instruction, follow the steps specified in the List of steps field of the Define key requirements screen in the agentic workflow record.

      Example of the Wrap-up and resolve incident output in the Now Assist Panel

      Wrap-up and resolve incident agentic workflow resolution notes generation output in the Now Assist panel.Wrap-up and resolve incident agentic workflow resolution code selection output in Now Assist panel.

    Based on the query, the different AI agents work on the incident record. Depending on the various workflow stages and the resolution codes selected for an incident, the AI agents can either operate individually in sequence or collaborate simultaneously to deliver the desired outcome.

    For example, when generating resolution notes, adding resolution notes and codes or updating duplicate incident information to the incident record, the Incident resolution details AI agent is used. For more information on how to query using the Now Assist panel, see Request the generative AI capabilities in ITSM by using the Now Assist panel.