Agentic AI in ServiceNow Otto for Incident Management
concept brazil Updated Sep 10, 2026 1 min read using-agentic-ai-workflow-im.md
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:
- ServiceNow Otto for IT Service Management (ITSM) (sn_itsm_gen_ai) plugin.
- Incident Management application. For more information, see Configuring Incident Management.
Note:
- Before you begin, review these Important considerations for using ServiceNow Otto for IT Service Management (ITSM) agentic AI.
- For all available ITSM Agentic AI applications, see Use agentic AI in ServiceNow Otto for IT Service Management (ITSM).
The Wrap-up and resolve incident agentic workflow enables users to generate resolution notes and select resolution code to resolve an incident. Attach the Knowledge Base (KB) article or create a draft Knowledge article. Attach a Known Error (KE) article to the incident record when the resolution code is selected as Known Error. 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
Keywords Now AssistAgentic AIgenerative AIGen AI
40 lines · 2.6 KB
--- title: Agentic AI in ServiceNow Otto for 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/it-service-management/now-assist-for-it-service-management-itsm/using-agentic-ai-workflow-im.html release: brazil product: Now Assist for IT Service Management \(ITSM\) classification: now-assist-for-it-service-management-itsm topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 keywords: [Now Assist, Agentic AI, generative AI, Gen AI] breadcrumb: [Use agentic AI in IT Service Management, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management] --- # Agentic AI in ServiceNow Otto for 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/brazil/markdown/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/brazil/markdown/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/brazil/markdown/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 resolution code to resolve an incident. Attach the Knowledge Base \(KB\) article or create a draft Knowledge article. Attach a Known Error \(KE\) article to the incident record when the resolution code is selected as Known Error. 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
| title | Agentic AI in ServiceNow Otto for 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/it-service-management/now-assist-for-it-service-management-itsm/using-agentic-ai-workflow-im.html |
| release | brazil |
| product | Now Assist for IT Service Management \(ITSM\) |
| classification | now-assist-for-it-service-management-itsm |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| keywords | Now AssistAgentic AIgenerative AIGen AI |
| breadcrumb | Use agentic AI in IT Service ManagementServiceNow Otto for IT Service Management \(ITSM\)IT Service Management |