Instructions to use Generate Resolution PlanSummary<!-- /*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: ; } } # Generate Resolution Plan - Knowledge Base Article ## Overview Generate Resolution Plan is an AI-powered workflow in ServiceNow that helps IT agents resolve incidents, cases, and tasks more efficiently. It automatically analyzes records, generates step-by-step resolution plans, and can decompose those plans into actionable ServiceNow records. --- ## Key Components The Generate Resolution Plan workflow consists of two main AI agents working together: | Agent | Purpose | |-------|---------| | Next Action Recommendation AI Agent | Analyzes records and generates resolution steps using similar records, related lists, knowledge articles, and web search results | | Decomposition Agent | Breaks down pending resolution steps into smaller, actionable substeps and creates corresponding ServiceNow records | --- ## How It Works ### Workflow Steps ``` ┌─────────────────────────────────────────────────────────────────────┐ │ Step 1: Generate Resolution Plan │ │ ├── Fetch record details │ │ ├── Search similar records (parallel) │ │ ├── Fetch related list records (parallel) │ │ ├── Search knowledge articles (parallel) │ │ ├── Perform web search (parallel) │ │ └── Generate & display resolution steps │ ├─────────────────────────────────────────────────────────────────────┤ │ Step 2: Check Plan Action Required │ │ └── Verify if decomposition is enabled in skill configuration │ ├─────────────────────────────────────────────────────────────────────┤ │ Step 3: User Confirmation │ │ └── Ask: "Do you want to take action on the generated plan?" │ ├─────────────────────────────────────────────────────────────────────┤ │ Step 4: Decomposition (if user confirms) │ │ ├── Decompose pending steps into actionable substeps │ │ ├── Present options to create records │ │ └── Create records in specified tables │ ├─────────────────────────────────────────────────────────────────────┤ │ Step 5: Save Activity Notes │ │ └── Save summary to parent record's work notes │ └─────────────────────────────────────────────────────────────────────┘ ``` --- ## Configuration ### Enable/Disable Decomposition Agent The Decomposition Agent can be enabled or disabled through the skill configuration: 1. Navigate to sn_nowassist_skill_config_var_set 2. Find AI Agent Next Best Action Recommender configuration 3. Toggle "Include Decomposition Agent in the workflow" - True : Users will be prompted to take action on the plan - False : Workflow ends after displaying the resolution plan ### Configure Actionable Tables The tables where records can be created are configured in the skill configuration. Common actionable tables include: --- ## Best Practices 1. Review Before Acting : Always review the generated resolution plan before creating records 2. Select Relevant Steps : Use Option 3 to create records only for steps that truly need tracking 3. Check Work Notes : The AI saves comprehensive summaries to work notes for audit trails 4. Leverage Similar Records : The more resolved records in your system, the better the recommendations --- ## Troubleshooting | Issue | Solution | |-------|----------| | No resolution steps generated | Ensure the record has sufficient description/short_description. The AI needs context to generate steps. | | "I don't have enough data" message | Add more details to the record or check if similar records exist in the system. | | Decomposition not triggered | Verify "Include Decomposition Agent in the workflow" is set to True in skill configuration. | | Records not created | Check that you have appropriate permissions on the target tables. | | Missing table in options | The table may not be configured as actionable in the skill configuration. | --- ## Frequently Asked Questions Q: Can I edit the resolution plan before taking action? A: The feedback flow (edit/accept/dismiss) is available when explicitly requested. By default, the workflow proceeds with the generated plan. Q: What happens if I select "Do not create records"? A: The workflow terminates gracefully. The resolution plan is still saved to work notes for reference. Q: Are the created records automatically linked to the parent? A: Yes, the Decomposition Agent automatically finds and sets the correct reference field to link child records to the parent record. Q: Can I use this for custom tables? A: Yes, as long as the custom table is configured in the actionable tables list in the skill configuration. 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: ; } } SR - PAXE FEAII - UXC Generative AI - v11.5.6