Platform Process task closure agentic workflow
The Process task closure agentic workflow reviews open tickets to identify ones eligible for closure, then guides a human agent through reviewing and closing.
Process task closure overview
The Process task closure agentic workflow screens open tickets by priority, sentiment, age, and status to flag which are eligible for closure. After the list is determined, the agentic workflow then walks a human agent through each eligible ticket. Each ticket appears as a card showing its key details and a link to the full ticket for review. When closing a ticket, human agents can elect to add a customer-facing update, attach a knowledge article, or generate task reports. If a ticket lacks resolution notes, the workflow can draft them automatically before a final closure confirmation, and it wraps up with a summary of every ticket's outcome. This keeps human agents in control while cutting the manual work of reviewing and documenting ticket closures.
The agents, tools, and triggers that are associated with the Process task closure agentic workflow are provided by AI applications. You can activate the agentic workflow template by making triggers active and setting the display settings to include the ServiceNow Otto panel.
Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
Prerequisites and setup
To access this workflow, you must have ServiceNow Otto for Platform installed on your instance, which you can get if you install any other AI application.
Role filtering
Required role: sn_uxc_gen_ai.task_closure_workflow
Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.
In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to close. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access incident records.
Additional configuration
You can change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope:
- Go to the Now Assist Skill Config [sn_nowassist_skill_config] table.
- Open the record named Task Closure Skill Config.
- In the Now Assist Skill Config Var Set related list, select Task Closure Eligibility Agent.
- Edit the variable values.
- Save or update the record.
|
Config field |
Description |
|---|---|
|
Closure state |
Value of the state that the task should be set to after confirmation and approval of task closure. Consult your table's State field entry on the Dictionary [sys_dictionary] table for the value. Default:
|
|
Eligibility state |
Value of the state of tasks eligible for closure. Default:
|
|
Activity Journal Fields |
Fields that count as valid activity for the agentic workflow to consult when determining eligibility. Activity notices for field changes (such as when a task changes from Ready to Work in progress) are filtered out of consideration. Default: work_notes,comments |
|
Activity Limit |
Number of activities consulted for eligibility consideration. If the total number of activities on a task exceeds the activity limit, the most recent activities are used. Default: 10 |
|
Eligibility Limit |
Number of tickets to consider for closure. If the total number of tickets assigned to an agent exceeds the elgibility limit, the most recent tickets are evaluated. Default: 10 |
To access the agentic workflow in AI Agent Studio:
- Navigate to All > AI Agent Studio > Agentic Solutions.
- Select the Agentic workflows tab.
- Select Process task closure.
The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information.
Testing the Process task closure agentic workflow
You can manually test an agentic workflow execution or access on the Testing page of AI Agent Studio if you have the sn.aia_admin role and all other roles configured in the security controls. Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See Test an agentic workflow execution.
If you want to evaluate the agentic workflow over many different execution logs, run an automated evaluation.
Sample utterance
After the workflow has been activated in AI Agent Studio, enter these or similar phrases in the ServiceNow Otto panel to trigger the workflow. You must have the sn.now_assist_panel_user role to run the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.
- Close my tasks
- Close all tickets
- Set my tickets to close
AI agents used in the Process task closure agentic workflow
The following table lists the agents that are used in the Process task closure agentic workflow.
Important: In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent.
| AI agent name | AI agent description | Role required |
|---|---|---|
| Task Closure Eligibility AI Agent | Evaluates task to possible closure based on the same criteria as the workflow overall. | sn_uxc_gen_ai.task_closure_workflow |
Other Platform agentic workflows
For more information on other agentic workflows that are associated with the Platform workflow, see Platform agentic workflows.
--- title: Platform Process task closure agentic workflow description: The Process task closure agentic workflow reviews open tickets to identify ones eligible for closure, then guides a human agent through reviewing and closing. locale: en-US canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/task-closure.html release: brazil topic_type: concept last_updated: "2026-10-27" reading_time_minutes: 6 keywords: [task closure] breadcrumb: [Platform agentic workflows, Agentic workflows, AI agents and agentic workflows, Enable AI Experiences] --- # Platform Process task closure agentic workflow The Process task closure agentic workflow reviews open tickets to identify ones eligible for closure, then guides a human agent through reviewing and closing. ## Process task closure overview The Process task closure agentic workflow screens open tickets by priority, sentiment, age, and status to flag which are eligible for closure. After the list is determined, the agentic workflow then walks a human agent through each eligible ticket. Each ticket appears as a card showing its key details and a link to the full ticket for review. When closing a ticket, human agents can elect to add a customer-facing update, attach a knowledge article, or generate task reports. If a ticket lacks resolution notes, the workflow can draft them automatically before a final closure confirmation, and it wraps up with a summary of every ticket's outcome. This keeps human agents in control while cutting the manual work of reviewing and documenting ticket closures. The agents, tools, and triggers that are associated with the Process task closure agentic workflow are provided by AI applications. You can [activate the agentic workflow template](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/activate-aia-use-case.md) by making triggers active and setting the display settings to include the ServiceNow Otto panel. **Note:** Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/ai-native-sku-overview.md). ## Prerequisites and setup To access this workflow, you must have ServiceNow Otto for Platform installed on your instance, which you can get if you install any other AI application. ## Role filtering Required role: sn\_uxc\_gen\_ai.task\_closure\_workflow Agentic workflows and their AI agents use [role masking](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/aia-role-masking.md) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select **Users with specific roles** for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/define-sec-controls-aw.md). In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to close. For example, you can add the itil role to the agentic workflow's list of approved roles so that it can access incident records. ## Additional configuration You can change different settings related to the agentic workflow by changing values for the Now Assist Skill Config Var Set. To access the variable set and make changes, do the following while in the Platform AI Agents and Skills scope: - Go to the Now Assist Skill Config \[sn\_nowassist\_skill\_config\] table. - Open the record named **Task Closure Skill Config**. - In the Now Assist Skill Config Var Set related list, select **Task Closure Eligibility Agent**. - Edit the variable values. - Save or update the record. <table><thead><tr><th> Config field </th><th> Description </th></tr></thead><tbody><tr><td> Closure state </td><td> Value of the state that the task should be set to after confirmation and approval of task closure. Consult your table's **State** field entry on the Dictionary \[sys\_dictionary\] table for the value. Default: - task: 3 \(Closed Complete\) - incident: 7 \(Closed\) - problem: 7 \(Closed\) - change\_request: 3 \(Closed\) </td></tr><tr><td> Eligibility state </td><td> Value of the state of tasks eligible for closure. Default: - task: 2 \(In Progress\), 6 \(Resolved\) - incident: 2 \(In Progress\), 3 \(On Hold\), 6 \(Resolved\) - problem: 2 \(Assess\), 3 \(Root Cause Analysis\), 4 \(Fix In Progress\), 6 \(Resolved\) - change\_request: -4 \(Assess\), -2 \(Scheduled\), -1 \(Implement\), 0 \(Review\) </td></tr><tr><td> Activity Journal Fields </td><td> Fields that count as valid activity for the agentic workflow to consult when determining eligibility. Activity notices for field changes \(such as when a task changes from **Ready** to **Work in progress**\) are filtered out of consideration. Default: work\_notes,comments </td></tr><tr><td> Activity Limit </td><td> Number of activities consulted for eligibility consideration. If the total number of activities on a task exceeds the activity limit, the most recent activities are used. Default: 10 </td></tr><tr><td> Eligibility Limit </td><td> Number of tickets to consider for closure. If the total number of tickets assigned to an agent exceeds the elgibility limit, the most recent tickets are evaluated. Default: 10 </td></tr></tbody> </table>## Accessing the Process task closure agentic workflow To access the agentic workflow in AI Agent Studio: 1. Navigate to **All** > **AI Agent Studio** > **Agentic Solutions**. 2. Select the **Agentic workflows** tab. 3. Select **Process task closure**. The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, list of steps, and tools. Tools are displayed in the second step of the AI agent guided setup, Add tools and information. ## Testing the Process task closure agentic workflow You can manually test an agentic workflow execution or access on the Testing page of AI Agent Studio if you have the sn.aia\_admin role and all other roles configured [in the security controls](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/define-sec-controls-aw.md). Start a manual test, select a test type and the name of the workflow, and use utterances in the Task field like the following samples. See [Test an agentic workflow execution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/test-aia-use-case.md). If you want to evaluate the agentic workflow over many different execution logs, run an [automated evaluation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/execute-aia-eval.md). ## Sample utterance After the workflow has been activated in AI Agent Studio, enter these or similar phrases in the ServiceNow Otto panel to trigger the workflow. You must have the sn.now\_assist\_panel\_user role to run the workflow. You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia\_admin role. - Close my tasks - Close all tickets - Set my tickets to close ## AI agents used in the Process task closure agentic workflow The following table lists the agents that are used in the Process task closure agentic workflow. **Important:** In the Define availability step of each AI agent's guided setup, make sure that the Status toggle is enabled to activate the AI agent. |AI agent name|AI agent description|Role required| |-------------|--------------------|-------------| |Task Closure Eligibility AI Agent|Evaluates task to possible closure based on the same criteria as the workflow overall.|sn\_uxc\_gen\_ai.task\_closure\_workflow| ## Other Platform agentic workflows For more information on other agentic workflows that are associated with the Platform workflow, see [Platform agentic workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/platform-use-cases.md).
| title | Platform Process task closure agentic workflow |
| description | The Process task closure agentic workflow reviews open tickets to identify ones eligible for closure, then guides a human agent through reviewing and closing. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/intelligent-experiences/task-closure.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-10-27 |
| reading_time_minutes | 6 |
| keywords | task closure |
| breadcrumb | Platform agentic workflowsAgentic workflowsAI agents and agentic workflowsEnable AI Experiences |