Link major incident or problem AI Agent
This AI agent automatically identifies and links the most relevant major incident or problem with an incident.
Workflow
The agent analyzes short descriptions, verifies contextual relevance, and updates the linkage while clearly presenting all tool responses to the fulfiller.
- Use the Get Incident and relevant Problems tool to fetch incident details and relevant problems and major incidents.
- Compare incident, problem, and major incident short descriptions to find a highly confident match that is contextually relevant to the incident. If no matches are found, end the workflow.
- Link the problem and/or major incident to the incident.
- Inform the user.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field. |
|
Allow AI specialists to access this AI agent |
When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field. |
|
Manage long-term memory |
When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference. |
|
Tools |
Get Incident and relevant major incidents and problems Set major incident or problem to the incident |
|
Allowed user roles The specific user roles that can access this AI agent. |
itil |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
itsm.aia.worker access_analyzer_ai_user, actsub_user, agent_role_config_viewer, agent_workspace_user, app_service_user, canvas_user, certification, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, contact_user, data_manager_user, dependency_views, email_client_template_read, email_composer, interaction_agent, itil, knowledge, notify_view, now_assist_panel_user, one_extend_viewer, pa_viewer, platform_ml_read, prompt_library_user, role_viewer, service_status_subscriber, service_viewer, snc_internal, snc_platform_rest_api_access, snc_required_script_writer_permission, sn_ace.ace_user, sn_aia.viewer, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_bm_client.benchmark_data_viewer, sn_change_read, sn_change_write, sn_cimaf.sn_cimaf_read, sn_cmdb_user, sn_comm_management.comm_plan_viewer, sn_data_kit.analyst, sn_dex_desktop.notification_template_admin, sn_diagram_builder.db_read, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_incident_read, sn_incident_write, sn_itam_recomm.recommendations_read, sn_itsm_aia.sn_aia_chg_conflict, sn_itsm_aia.sn_aia_chg_quality, sn_itsm_aia.sn_aia_chg_schedule, sn_itsm_contact_query, sn_mcp_client.viewer, sn_nb_action.next_best_action_user, sn_nowassist_admin.user, sn_now_canvas_ai.interactive_view_user, sn_pren.experience_issue_read, sn_problem_read, sn_problem_write, sn_prompt_assist.prompt_developer, sn_publications_recipients_list_user, sn_publications_recipients_user, sn_query_gen.user, sn_reacf.sn_remedial_action_read, sn_request_approver_read, sn_request_read, sn_request_write, sn_skill_builder.viewer, sn_sla_definition_query, sn_sow.it_agent_dashboard_user, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_uib_collab.user, sn_uxc_gen_ai.sn_aia_sla_explain, survey_reader, task_editor, template_editor, template_read_global, tracked_file_reader, view_changer, viz_creator, workspace_user |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Enable the AI agent for the ServiceNow Otto panel. |
|
Used in agentic workflows |
Triage and categorize ITSM incident |
.
Parent Topic:IT Service Management AI agents
--- title: Link major incident or problem AI Agent description: This AI agent automatically identifies and links the most relevant major incident or problem with an incident. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/itsm-link-major-incident-or-problem-ai-agent.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [IT Service Management AI agents, IT Service Management, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Link major incident or problem AI Agent This AI agent automatically identifies and links the most relevant major incident or problem with an incident. ## Workflow The agent analyzes short descriptions, verifies contextual relevance, and updates the linkage while clearly presenting all tool responses to the fulfiller. 1. Use the Get Incident and relevant Problems tool to fetch incident details and relevant problems and major incidents. 2. Compare incident, problem, and major incident short descriptions to find a highly confident match that is contextually relevant to the incident. If no matches are found, end the workflow. 3. Link the problem and/or major incident to the incident. 4. Inform the user. <table><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Allow third party to access this AI agent </td><td> When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field. </td></tr><tr><td> Allow AI specialists to access this AI agent </td><td> When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field. </td></tr><tr><td> Manage long-term memory </td><td> When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Scripts** Get Incident and relevant major incidents and problems Set major incident or problem to the incident </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> itil </td></tr><tr><td> Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. </td><td> itsm.aia.worker access\_analyzer\_ai\_user, actsub\_user, agent\_role\_config\_viewer, agent\_workspace\_user, app\_service\_user, canvas\_user, certification, cmdb\_ms\_user, cmdb\_query\_builder, cmdb\_query\_builder\_read, cmdb\_read, contact\_user, data\_manager\_user, dependency\_views, email\_client\_template\_read, email\_composer, interaction\_agent, itil, knowledge, notify\_view, now\_assist\_panel\_user, one\_extend\_viewer, pa\_viewer, platform\_ml\_read, prompt\_library\_user, role\_viewer, service\_status\_subscriber, service\_viewer, snc\_internal, snc\_platform\_rest\_api\_access, snc\_required\_script\_writer\_permission, sn\_ace.ace\_user, sn\_aia.viewer, sn\_ai\_filter\_assist.user, sn\_ai\_filter\_tracker.user, sn\_bm\_client.benchmark\_data\_viewer, sn\_change\_read, sn\_change\_write, sn\_cimaf.sn\_cimaf\_read, sn\_cmdb\_user, sn\_comm\_management.comm\_plan\_viewer, sn\_data\_kit.analyst, sn\_dex\_desktop.notification\_template\_admin, sn\_diagram\_builder.db\_read, sn\_gaf.data\_viewer, sn\_gaf.data\_writer, sn\_gd\_guidance.guidance\_user, sn\_incident\_read, sn\_incident\_write, sn\_itam\_recomm.recommendations\_read, sn\_itsm\_aia.sn\_aia\_chg\_conflict, sn\_itsm\_aia.sn\_aia\_chg\_quality, sn\_itsm\_aia.sn\_aia\_chg\_schedule, sn\_itsm\_contact\_query, sn\_mcp\_client.viewer, sn\_nb\_action.next\_best\_action\_user, sn\_nowassist\_admin.user, sn\_now\_canvas\_ai.interactive\_view\_user, sn\_pren.experience\_issue\_read, sn\_problem\_read, sn\_problem\_write, sn\_prompt\_assist.prompt\_developer, sn\_publications\_recipients\_list\_user, sn\_publications\_recipients\_user, sn\_query\_gen.user, sn\_reacf.sn\_remedial\_action\_read, sn\_request\_approver\_read, sn\_request\_read, sn\_request\_write, sn\_skill\_builder.viewer, sn\_sla\_definition\_query, sn\_sow.it\_agent\_dashboard\_user, sn\_sow.sow\_home, sn\_sow.sow\_list, sn\_sow.sow\_user, sn\_sttrm\_condition\_read, sn\_uib\_collab.user, sn\_uxc\_gen\_ai.sn\_aia\_sla\_explain, survey\_reader, task\_editor, template\_editor, template\_read\_global, tracked\_file\_reader, view\_changer, viz\_creator, workspace\_user </td></tr><tr><td> Triggers </td><td> Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Enable the AI agent for the ServiceNow Otto panel. </td></tr><tr><td> Used in agentic workflows </td><td> Triage and categorize ITSM incident </td></tr></tbody> </table>Learn more about IT Service Management at [IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/r_ITServiceManagement.md). . **Parent Topic:**[IT Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/itsm-ai-agents-overview.md)
| title | Link major incident or problem AI Agent |
| description | This AI agent automatically identifies and links the most relevant major incident or problem with an incident. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/itsm-link-major-incident-or-problem-ai-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | IT Service Management AI agentsIT Service ManagementAI agents libraryAI agents and agentic workflowsEnable AI Experiences |