ITSM incident resolution plan investigation AI agent

---
title: ITSM incident resolution plan investigation AI agent
description: This AI agent gets incident details, reviews similar incidents and knowledge articles, and then generates an incident resolution plan.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/itsm-itsm-incident-resolution-plan-investigation-ai-agent.html
release: brazil
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]
---

# ITSM incident resolution plan investigation AI agent

This AI agent gets incident details, reviews similar incidents and knowledge articles, and then generates an incident resolution plan.

## Workflow

The agent generates an incident resolution plan and posts it in the incident work notes.

1.  Get the details of the incident.
2.  Find a list of similar incidents to understand how they were resolved.
3.  Find a list of relevant knowledge articles, based on the short description of the incident.
4.  Generate an incident resolution plan as a numbered list and add it to the incident's work notes.

<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>

-   **Scripts**

Find Catalog item and add the URLs in the work notes

ITSM incident resolution plan investigation AI agent - Fetch all data

Add a resolution plan or failure message to incident's work notes


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

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

</td><td>

snc\_internal

</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>

itil, sn\_service\_desk\_agent

</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>

Enable the AI agent for the ServiceNow Otto panel.

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

Used in agentic workflows

</td><td>

Investigate and resolve ITSM incidents

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

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