Problems investigation AI agent
This AI agent specializes in root cause identification, impact assessment, and resolution planning. It analyzes problem details, associated incidents, similar incidents, change requests, and affected configuration items to provide a structured and comprehensive analysis.
Workflow
The agent provides a clear and actionable resolution plan.
- Retrieve problem details with relevant incidents.
- Generate root cause analysis with impact assessment and resolution plan.
- Display the generated response to 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 Problem Details
Problems Investigation Analyzer |
|
Allowed user roles The specific user roles that can access this AI agent. |
sn_uxc_gen_ai.platform_ai_problem_investigator |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
sn_uxc_gen_ai.platform_ai_problem_investigator |
|
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 |
Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer. |
|
Used in agentic workflows |
Investigate problems |
--- title: Problems investigation AI agent description: This AI agent specializes in root cause identification, impact assessment, and resolution planning. It analyzes problem details, associated incidents, similar incidents, change requests, and affected configuration items to provide a structured and comprehensive analysis. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/plat-ai-problems-investigation-ai-agent.html release: australia topic_type: reference last_updated: "2026-08-14" reading_time_minutes: 1 breadcrumb: [ServiceNow AI Platform AI agents, ServiceNow AI Platform, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Problems investigation AI agent This AI agent specializes in root cause identification, impact assessment, and resolution planning. It analyzes problem details, associated incidents, similar incidents, change requests, and affected configuration items to provide a structured and comprehensive analysis. ## Workflow The agent provides a clear and actionable resolution plan. 1. Retrieve problem details with relevant incidents. 2. Generate root cause analysis with impact assessment and resolution plan. 3. Display the generated response to 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> - **Script** Get Problem Details - **Conversational topic** Problems Investigation Analyzer </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> sn\_uxc\_gen\_ai.platform\_ai\_problem\_investigator </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> sn\_uxc\_gen\_ai.platform\_ai\_problem\_investigator </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> Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md). </td></tr><tr><td> Used in agentic workflows </td><td> Investigate problems </td></tr></tbody> </table>**Parent Topic:**[ServiceNow AI Platform AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/platform-ai-agents-overview.md)
| title | Problems investigation AI agent |
| description | This AI agent specializes in root cause identification, impact assessment, and resolution planning. It analyzes problem details, associated incidents, similar incidents, change requests, and affected configuration items to provide a structured and comprehensive analysis. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/plat-ai-problems-investigation-ai-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-08-14 |
| reading_time_minutes | 1 |
| breadcrumb | ServiceNow AI Platform AI agentsServiceNow AI PlatformAI agents libraryAI agents and agentic workflowsEnable AI Experiences |