Now Assist for Telecommunications, Media and Technology (TMT) AI agent collection analyze network incidents agentic workflow

  • Release version: Yokohama
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Now Assist for Telecommunications, Media and Technology (TMT) AI Agent Collection

    The Analyze Network Incidents Agentic Workflow enables customer agents to efficiently resolve network incidents by creating and managing actionable tasks. This workflow utilizes a team of AI agents to assist in tracking and resolving network tickets, enhancing operational efficiency.

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    Key Features

    • AI Model Integration: Supports various AI model providers such as Now LLM Service, Azure OpenAI, Google Gemini, and Anthropic Claude on AWS.
    • Configuration Controls: Allows customization of the workflow settings and skill-level preferences via the Now Assist Admin console.
    • Role Masking: Limits roles and privileges during execution to maintain security; requires specific roles for user access.
    • Plugin Dependencies: Integrates with multiple ServiceNow plugins, including customer service management and telecommunications alarm management.
    • Testing Capabilities: Provides a dedicated testing page for validating the execution of the agentic workflow.

    Key Outcomes

    By implementing the Analyze Network Incidents Agentic Workflow, ServiceNow customers can expect:

    • Improved incident resolution through AI-driven insights and recommendations.
    • Enhanced ticket management by predicting incident details and generating actionable steps.
    • Streamlined communication with customers regarding incident impacts and outages.
    • Automated generation of task types for quicker remediation processes.

    Use the Analyze network incidents agentic workflow to resolve incidents, helping customer agents to resolve network tickets by tracking them and creating an actionable task.

    Analyze network incidents agentic workflow overview

    Resolve the customer issues using a team of AI agents in the Analyze network incidents agentic workflow. It assists the customer agents in resolving a given incident.

    To modify the Analyze network incidents agentic workflow, Duplicate an agentic workflow, and adjust the settings according to your requirements.
    Note:
    You can use Now LLM Service, Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.
    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    Role masking

    Required role: sn_tmt_agentic_ai.sn_noc_incident_user

    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.

    Application dependency

    The Analyze network incidents agentic workflow has the following plugin dependencies:
    • Customer service with service management (sn_cs_sm)
    • Customer service (sn_customerservice)
    • Customer service problem management
    • Telecommunications alarm management open API (sn_ind_tmf642)
    • Field service management for telecommunications (sn_fsmt)
    • Major issue management

    Analyze network incidents agentic workflow

    To access the use case:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Analyze network incidents.

    To create a new use case, see Create an agentic workflow.

    Testing the agentic workflow

    To access the use case testing page:
    1. Navigate to All > AI Agent Studio > Testing.
    2. On the Overview page, select Test use cases.

    To test the use case, see Manually test the execution of an agentic workflow.

    AI agents used in the Analyze network incidents agentic workflow

    The following AI agents are used to execute the instructions for the agentic workflow.

    To create an AI agent, see Create an AI agent.

    AI agent AI agent role
    Network ticket resolution AI agent

    AI agent capable of providing overall incident and alert summary. It’s also capable of searching the knowledge base for relevant articles to provide resolutions if available.
    Ticket readiness AI agent

    AI agent capable of predicting the incident fields like category, subcategory, priority, description, short description, and estimated time to resolve the incident using GAF on historic incident data.

    To activate the GAF, see Activate Group Action Framework for Now Assist for Telecommunications, Media and Technology (TMT).
    Network correlation monitor AI agent AI agent capable of identifying the impacted accounts and services and correlating cases opened in the last 15 minutes that could be impacted because of the incident, provide the list to the customers for review, and associate it to the incident.

    It’s also capable of notifying customers about the outages based on human confirmation by creating service problem cases and linking child cases if any.
    Network ticket actionable steps generation AI agent

    AI agent capable of generating actionable resolution steps for incoming incident using the Group Action Framework (GAF) and modifies the steps according to the human feedback.

    To activate the GAF, see Activate Group Action Framework for Now Assist for Telecommunications, Media and Technology (TMT).
    Network remediation generation AI agent AI agent capable of consuming resolution steps for an incident and converting them to one of the following task types:
    • Incident Task
    • Work Order
    • Change Request