Using AI Agents in ServiceNow: How to Run, Test, and Benefit from Agentic Workflows in Workspaces & Virtual AgentSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } What is an AI Agent on ServiceNow? An AI Agent is a set of LLM (large language model) instructions paired with platform tools—such as Search/RAG, Flow Actions & Subflows, Now Assist Skills, and scripts—to perform specific tasks autonomously or semi‑autonomously. A Use Case defines the purpose and typically orchestrates one or more AI Agents to achieve an outcome. Prerequisites (Quick Checklist) Required plugins installed and up to date Generative AI Controller (sn_generative_ai) and Now Assist AI Agents (sn_aia). Now Assist Panel / Assistant configured Ensure a default assistant is turned on and the Now Assist Panel is active in your target Workspace(s). Access to AI Agent Studio Users need appropriate roles. If you see “Security constraints prevent access…”, confirm access controls and plugin entitlements. Regional and LLM settings (optional) Organizations can prefer ServiceNow LLMs and region constraints (e.g., APJ). Validate your LLM provider and region setup in Admin pages when creating skills and agents. Getting Started: Discover & Run AI Agents in Workspaces A. Open the Now Assist Panel Navigate to your Workspace (e.g., Service Operations Workspace).Open the Now Assist panel from the right-hand rail.Ask for help in natural language (e.g., “Summarize this incident and recommend next steps”). Behind the scenes, approved AI Agents (and skills) respond, summarize, or take actions per your organization's configuration. B. Use Prebuilt AI Agents from Store Apps Many out‑of‑box agents (e.g., Incident categorization, Problem investigation, Case summarization) are provided with Now Assist for ITSM and related store applications. If an agent does not respond: Confirm related apps are installed and client scripts/UI actions required by Now Assist are compatible with your workspace lifecycle. (Some protected components may require a ServiceNow maintainer to update.) Creating & Testing an AI Agent (AI Agent Studio) Tip: Even if you’re a business user, you can test and use agents created by your admins without coding. Step 1 — Open AI Agent Studio Go to All > AI Agent Studio > Create and manage > AI agents.Choose Add > Chat to create a native agent, or Add > External to connect to a third‑party agent provider via Agent‑to‑Agent options. Step 2 — Define the Agent’s Specialty & Instructions Fill in name, description, and role (what the agent should do).Use Generate description, role, and steps with Now Assist to draft these automatically; then refine to fit your process. Step 3 — Select Tools the Agent Can Use Add Search/RAG, Flow Actions/Subflows (string inputs), Now Assist Skills, or script tools.Keep instructions clear—specificity improves accuracy. Step 4 — Define Availability (Channels) On Define Availability, toggle Now Assist Panel (Workspace) and/or Virtual Agent channels as needed.For Virtual Agent, ensure Assistants > Skills has AI Agent use cases enabled and the agent’s Virtual Agent display is on; then Save and Test. Step 5 — Save & Test in a Safe Space Use the Save and test flow in AI Agent Studio.If you see “Continue to Test Chat Response” disabled or “Now Assist Panel is not configured”, make sure the default assistant and deployment records are active and panel is enabled. Using Agents in Virtual Agent (Portal like esc) Confirm Now Assist in Virtual Agent assistant is turned on (Conversational Interfaces > Assistants).Activate the AI Agent use cases skill on the assistant.In AI Agent Studio, toggle Virtual Agent for the agent and select valid assistant(s).Open Employee Center (/esc), start Virtual Agent, and use natural language to trigger the agent. Note: In some releases, discovery of agentic workflows via free‑form prompts may differ; ensure the agent’s description and role are detailed to match user queries. Good Prompts = Better Outcomes Break tasks into steps; provide context and expected outputs.Prefer several specific agents over one “do‑everything” agent when workflows vary.Follow the Prompting Guide for structure, formatting, and agentic workflow prompts. Common Issues & Quick Fixes Panel or Studio access errors (“Security constraints” or cannot access): verify roles and entitlements; repair or update Now Assist plugins.Agent stuck at “Creating a plan” (or not responding): check orchestrator health and plugin versions; disable/enable auto‑agents if necessary per support guidance. LLM provider/region preferences: ensure admin settings enforce ServiceNow LLMs and proper region; otherwise users may still see other providers at skill creation. Idle timeouts / tool execution limits: Adjust Conversation Idle Timeout on the Now Assist Panel (sys_cs_channel) or global property com.glide.cs.conversation_idle_timeout.For repeated tool calls, check sn_aia.continuous_tool_execution_limit. Where AI Agents Show Up in the Flow of Work Workspaces (Now Assist Panel): Get guided summaries, next‑best actions, resolution steps, or KB suggestions—right beside your ticket.Virtual Agent: Ask questions in natural language and let AI Agents execute predefined steps, look up answers, or kick off flows. Tips for Success Use clear names and roles—e.g., “Categorize ITSM Incidents” vs. “General helper.” Keep the toolset minimal—only include tools the agent truly needs. Iterate—use Save & Test frequently; adjust instructions based on results.Align with workspace lifecycle—coordinate with admins when protected UI actions or client scripts require changes. Related Links<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } https://www.servicenow.com/docs/bundle/zurich-intelligent-experiences/page/administer/now-assist-ai-agents/reference/na-ai-agents.htmlhttps://www.servicenow.com/docs/bundle/zurich-intelligent-experiences/page/administer/now-assist-ai-agents/task/configure-next-best-action-agent.htmlhttps://www.servicenow.com/community/developer-advocate-blog/ai-agent-studio-the-future-of-autonomous-workflows-in-servicenow/ba-p/3208755