Upgrade to Request Status AI Agent for Smarter Ticket ManagementIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Issues with Check Ticket & Support Status Limited Query Flexibility: Does not support natural language or category-based searches, making it harder to find tickets intuitively.Accuracy Concerns: In some cases, the topic may return information about tickets not related to the logged-in user, especially for users with roles like itil who have access to multiple tickets. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All supporting releases. Check Ticket & Support Status Deprecation Check Ticket & Support Status is being prepared for future deprecation. It will be deprecated in the C release (GA). Check Ticket & Support Status will be hidden and no longer available for use but will continue to be supported until the C release (GA). Use the Platform Request status AI agent in place of Check Ticket & Support Status. The Platform Request status AI agent is more reliable, performant, and scalable, ensuring a future-ready experience. For more information, see Platform Request status AI agent. Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Limited Query Flexibility: Does not support natural language or category-based searches, making it harder to find tickets intuitively. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } We’re introducing the Request Status AI Agent as the next-generation solution for managing your support tickets. This AI-powered agent is an alternative to the Check Ticket & Support Status topic, delivering all existing capabilities and much more with improved flexibility, performance, and accuracy. Key Capabilities of Request Status AI Agent : Existing Topic Capabilities Search Ticket Details: Retrieve ticket information quickly and accurately using Ticket ID.Add Comments & Attachments: Continue collaborating seamlessly. New & Advanced Capabilities Natural Language Search (No Ticket ID Required): Unlike the old topic, which required remembering ticket IDs like RITMXXXX or INCXXXXX, the AI Agent supports text-based queries: Search by short description. Example: “Find tickets with short description ‘VPN issue’”Filter by ticket category. Example: “Show my travel requests” or “List all incidents”Generic search queries. Examples: “Show my open requests” or “Show me list of my closed incidents” Q&A on Ticket Details: Ask questions about ticket status or comments added by the assigned agent.Take Actions from Chat: Resolve, escalate, reopen, or close tickets directly from the chat experience.Get Latest update summary of all the happening on the ticket. Status of Current Topic (Check Ticket & Support Status) The Check Ticket & Support Status topic is no longer being enhanced. We recommend moving to the Request Status AI Agent, which is more reliable, performant, and scalable, ensuring a future-ready experience. Comparison: Old Topic vs AI Agent If you currently use Check Ticket & Support Status, you’ll find all its features in the AI Agent, plus additional enhancements designed for a better experience. FeatureCheck Ticket & Support StatusRequest Status AI Agent Searches based on Ticket ID (RITMXXXX, INCXXXXX) YesYesAdds Comments & Attachments to ticketYesYes Natural Language Queries (short description, category, timestamp, Status of ticket) PartiallyYesTake Actions on TicketNoYesQ&A on Ticket DetailsNoYesLatest Update SummaryNoYes How to Enable Request Status AI Agent Disable the Check Ticket & Support Status topic in Virtual Agent Designer Studio.Enable the Request Status AI Agent by following our documentation on Request Status AI Agent. - Product Documentation | ServiceNowStart using natural language queries and enjoy a streamlined experience.