Troubleshooting AI agent

---
title: Troubleshooting AI agent
description: This AI agent triages an Automated Test Framework \(ATF\) test failure.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/plat-atf-troubleshooting-agent-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [ServiceNow AI Platform AI agents, ServiceNow AI Platform, AI agents library, AI agents and agentic workflows, Enable AI Experiences]
---

# Troubleshooting AI agent

This AI agent triages an Automated Test Framework \(ATF\) test failure.

## Workflow

The agent analyzes how and why a test has failed and provided a detailed root cause analysis.

1.  Fetch the test description and the traced metadata, client logs, and server logs.
2.  Starting with probable metadata identify potential causes for the failure, such as errors, exceptions, or unexpected behavior.
3.  Examine the test itself for any potential mistakes made while authoring it.
4.  Provide a detailed root cause analysis.
5.  Determine fixes the user can make.
6.  Use the Format RCA tool to format and return the 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>

-   **Scripts**

Describe test

Format RCA

Get logs

Get traced metadata


</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

atf\_triager

</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>

atf\_triager

</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>

Not applicable.

</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)