Agentic AI in Incident Management

---
title: Agentic AI in Incident Management
description: Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/incident-management/im-using-agentic-workflow.html
release: australia
product: Incident Management
classification: incident-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Now Assist, agentic AI, generative AI, Gen AI]
breadcrumb: [Incident Management, IT Service Management]
---

# Agentic AI in Incident Management

Use the ITSM Incident Management agentic workflows to manage, resolve and close incidents and incident tasks autonomously.

**Important:**

To access the agentic workflow for Incident Management, make sure that you install the following applications:

1.  ServiceNow Otto for IT Service Management \(ITSM\) \(sn\_itsm\_gen\_ai\) plugin.
2.  Incident Management application. For more information, see [Configuring Incident Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/incident-management/incident-configuration.md).

**Note:**

-   Before you begin, review these [Important considerations for using ServiceNow Otto for IT Service Management \(ITSM\) agentic AI](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/important-considerations-itsm-agentic-ai.md).
-   For all available ITSM agentic AI applications, see [Use agentic AI in ServiceNow Otto for IT Service Management \(ITSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-ai-agents-use-cases.md).

The Wrap-up and resolve incident agentic workflow enables users to generate resolution notes and select a resolution code to resolve an incident. The workflow can also attach a Knowledge Base \(KB\) article or create a draft Knowledge article, attach a known error \(KE\) article when the resolution code is Known Error, and update duplicate incident information when the resolution code is Duplicate.

The agentic workflow uses the following AI agents:

-   Incident resolution details AI agent
-   Incident knowledge article AI agent
-   Incident known error article AI agent

For more information, see [ITSM Wrap-up and resolve incident agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-wrap-up-resolve-incident-aw.md).