This content originally appeared on DEV Community and was authored by Neeraj Mishra
Content: Building an AI Agent in ServiceNow, to automate the process of assigning the Assignment group in an incident ticket.
Beep boop!
In the sprawling universe of ServiceNow—AI has entered the chat.
Today, I’m deploying an algorithmic ally designed to hunt for keywords in ticket descriptions and assign assignment groups with robotic precision (sorry, humans—no reading glasses needed).
AI Agents are great when you want to automate series of tasks or an operation to achieve the results much quickly and efficiently, as opposed to doing all that redundant work on your own. So, it is your ally and not your master.
So let’s talk about the how.
We will be taking advantage of ServiceNow’s AI Agent Studio to create our agent. The agent will look for keywords in the Short description of an incident ticket, to understand what an issue is and then assign an Assignment group based upon closest matches, and it can greatly improve the time it takes to resolve an incident by speeding up the Incident Creation and Classification step in incident management lifecycle.
We have 2 important steps when we create a functional AI Agent, i.e., defining a Use Case and then attaching AI Agents to it by building it.
So, we will just define our plan in the use case, as to how we are planning to use this, our scenario, and it is to find Assignment Group in this case.
Use Case
Once this is done, we will attach the AI Agents that we have created for this task.
I have created 4 of them as you can see below.
AI Agents
Attaching AI Agents to Use Case
So, this is how we build our agent, now it is time to test it (the fun part!).
This is our incident ticket, please note the Short description field, as this is how the AI Agent will decide what Assignment group to choose.
Testing our Use Case powered by AI Agents
Please note here that our Assignment group field is empty, and this should be automatically populated by the agent.
AI Agent doing its magic.
Output generated
Once we say “Yes” to publish the changes, it will assign the chosen assignment group to the incident.
And that is how the AI Agent works in order to perform series of tasks.
You give the AI Agent the data it needs from your ServiceNow instance, and then inform that agent what to do with that data, thus, it is basically a coordination between you and the AI Agent, to fulfill a task by working together on the platform.
Well, that’s all folks! This is how the workflow looks like, to make AI Agents in ServiceNow.
Thank you for your time reading this article.
This content originally appeared on DEV Community and was authored by Neeraj Mishra