Triage cases wrap up AI agent

---
title: Triage cases wrap up AI agent
description: The triage cases wrap up AI agent finalizes the case triage process by synthesizing the execution and posting the summary to the record’s work notes.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/csm-triage-cases-wrap-up-ai-agent.html
release: brazil
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Customer Service Management AI agents, Customer Service Management, AI agents library, AI agents and agentic workflows, Enable AI Experiences]
---

# Triage cases wrap up AI agent

The triage cases wrap up AI agent finalizes the case triage process by synthesizing the execution and posting the summary to the record’s work notes.

## Workflow

The agent helps users complete tasks related to triage cases wrap up.

1.  Gather the record table, record sys\_Id, and record number.
2.  Gather the AI agents execution summary.
3.  Update record work notes with the execution summary, along with the record table, record sys\_Id, and record number.
4.  Display the AI agents execution summary 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/brazil/markdown/intelligent-experiences/na-aia-reference.md).

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

Tools

</td><td>

-   **Script**

Update record with AI Agents execution


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

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

</td><td>

sn\_esm\_agent

</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\_customerservice\_agent, sn\_customerservice.consumer\_agent, sn\_customerservice\_manager

</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/brazil/markdown/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/brazil/markdown/conversational-interfaces/configure-now-assist-va.md).

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

Used in agentic workflows

</td><td>

[Triage cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/case-resolving-use-case.md)

</td></tr></tbody>
</table>Learn more about Customer Service Management at [Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/c_CustomerServiceManagement.md).

**Parent Topic:**[Customer Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/csm-ai-agents-overview.md)