Analyze Task Trends Troubleshoot Guide - Support and Troubleshooting

Analyze Task Trends Troubleshoot Guide .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: ; } } Analyze Task Trends – Common Issues and Fixes Common Issues: 1. Deprecated Workflow – "Analyze Incident Trends" 2. No Clustered Data Found 3. Wrong Grouping Skill Configuration 4. Workflow Not Triggered from Now Assist Panel 5. Irrelevant or Repeated Results 6. Limited Groups Analyzed / Token Limitation 7. Workflow Configuration Errors ------------------------------------------------------------------- 1. Deprecated Workflow – "Analyze Incident Trends" Issue: The "Analyze Incident Trends" workflow (from the AI Agents Platform Usecase plugin) returns errors such as: - "I couldn't analyze as I didn't have the required resources." - "There are no available agents to perform the full grouped incident analysis." - "No specialized agents currently available." - Missing tool: organize_general_knowledge Cause: The "Analyze Incident Trends" workflow and the "Incident Trends Analyzer" agent belong to the older AI Agents Platform Usecase plugin (v1.0.5). This plugin is no longer supported, and the workflows have been migrated to the Platform AI Agents and Skills plugin. Resolution: 1. Stop using the "Analyze Incident Trends" workflow. 2. Install or upgrade to the Platform AI Agents and Skills plugin (v11.0.0 or later) and use the "Analyze Task Trends" workflow instead, which supports incident, case, HR case, and other task tables. Reference: - Upgrading AI Agents Platform Usecase Plugin: https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=4eb33cdc936036147c79b36d6cba1076 - Analyze Task Trends documentation: https://www.servicenow.com/docs/r/intelligent-experiences/incident-trends.html ------------------------------------------------------------------- 2. No Clustered Data Found Issue: The workflow returns: - "No clustered data found" - "I couldn't analyze as I didn't have the required resources." Cause: The Group Action Framework (GAF) is a prerequisite for the Analyze Task Trends workflow. GAF clusters task records into groups. If GAF has not been configured or the offline flow has not been executed, no clustered data will be available for analysis. Resolution: 1. Ensure GAF is configured for the "GAF ITSM Grouping" skill. Refer to the GAF setup documentation: https://www.servicenow.com/docs/r/yokohama/intelligent-experiences/configure-gaf.html 2. Navigate to the sysauto_script table and execute the "GAF - Run Offline Flow" scheduled job. 3. Ensure the instance has a sufficient volume of records for clustering. 4. After running the offline flow, navigate to the ml_solution table to verify that the clustering solution has started. Once completed, groups will be created in the sn_gaf_record_group and sn_gaf_record_group_detail tables. Note: The Analyze Task Trends workflow does not create groups on its own. GAF grouping must be run separately, either manually or via the scheduled job. If the clustering solution fails, contact the Group-Action Framework team as they own the grouping script. ------------------------------------------------------------------- 3. Wrong Grouping Skill Configuration Issue: The workflow returns "No clustered data found" even though GAF data exists on the instance. Typically, data has been trained using a different grouping skill such as "GAF Suggested Steps ITSM Grouping" instead of the expected "GAF ITSM Grouping." Cause: The Analyze Task Trends workflow uses the "GAF ITSM Grouping" skill configuration to query clustered records. If data was trained using a different skill (e.g., "GAF Suggested Steps ITSM Grouping," owned by the ITSM team for Next Best Action), the workflow will not find any matching clusters. Resolution: Train the data using the correct skill configuration: 1. Navigate to the sn_nowassist_skill_config table and verify the "GAF ITSM Grouping" skill is active. 2. Create an offline flow using the "GAF ITSM Grouping" skill and execute it. 3. Follow the same setup steps used for any other GAF skill. Refer to the documentation: https://www.servicenow.com/docs/r/yokohama/intelligent-experiences/configure-gaf.html Important: Do not modify the OOB grouping skill ID in the script includes. Always train the data using the correct skill instead. ------------------------------------------------------------------- 4. Workflow Not Triggered from Now Assist Panel Issue: The Analyze Task Trends workflow functions correctly in the Playground but fails when triggered from the Now Assist Panel. The sn_aia_execution_plan shows the workflow as "Default VA workflow" instead of the actual discovered workflow, and the topic "TaskTrendAnalyser" is displayed with a "No clustered data found" message. Cause: This is a skill discovery issue. The Now Assist Panel was unable to properly identify and route to the correct AI agent and workflow. Resolution: 1. Verify the skill applicability configuration for "Analyze Task Trends" in Now Assist Admin (NAA). 2. Ensure the AI agent "Issue trend analysis AI agent" is active and properly configured. 3. If the issue persists, create a case task for the Skill Discovery team (Dev-NowAssist-Skill Applicability and Execution) or AI Search team (Dev-Search Glide) to investigate further. ------------------------------------------------------------------- 5. Irrelevant or Repeated Results Issue: The workflow returns the same output regardless of the incident or record specified, or the results seem irrelevant to a specific incident. Cause: The Analyze Task Trends workflow is designed to analyze large sets of task records over a user-selected time range to identify recurring issues, root causes, trends, and actionable recommendations. It does not accept individual incident or task numbers as input and cannot return context tied to a specific record. Resolution: This is expected behavior. Use broader trend-based requests such as: - "Analyze incident trends related to payment issues within the last two months" - "Analyze case trends within the last month" - "Analyze HR case trends with High Priority within the last two years" - "Analyze incident and problem trends within the last two weeks" Do not provide specific incident or task numbers as input. The workflow analyzes clusters generated from many records for trend analysis rather than analyzing individual records. ------------------------------------------------------------------- 6. Limited Groups Analyzed / Token Limitation Issue: The workflow analyzes only one or two groups instead of the expected number, or results appear incomplete. Cause: In older versions of the Platform AI Agents and Skills plugin (v10.5.x and earlier), an inbuilt token limit was enforced. This limited the number of groups processed based on available token capacity. When group sizes were large, only one or two groups could fit within the token limit. Additionally, in older versions, the timestamp provided by the user in the utterance was not honored, resulting in the same trends regardless of the specified time range. Resolution: Upgrade to Platform AI Agents and Skills plugin v11.0.0 or later. The newer version includes: - A chunking mechanism that ensures all top groups are analyzed by dividing the payload into smaller chunks and invoking the LLM in a loop. - Support for multiple task tables (incident, problem, case, problem_task, and others). - Timestamp-aware analysis that generates trends based on the time range specified by the user. Reference: https://www.servicenow.com/docs/r/intelligent-experiences/incident-trends.html ------------------------------------------------------------------- 7. Workflow Configuration Errors Issue: The workflow fails with errors such as "Retrieve and Generate Factual Data" tool not found, or the agent configuration appears incorrect. Cause: The workflow or agent configuration was modified or cloned incorrectly. Required tools are missing or misconfigured. Resolution: 1. Verify the workflow configuration: - Workflow: Analyze Task Trends - Agent: Issue trend analysis AI agent - Required tools: Get Use Case Config, Get SkillConfig Id, Get Time Gap, Compute Incident Trend Analysis 2. If using a cloned workflow, ensure it was cloned from "Analyze Task Trends" (Platform AI Agents and Skills scope), not from the deprecated "Analyze Incident Trends" (AI Agents Platform Usecase scope). 3. Navigate to the AI agent and verify all tools are listed under the Tools section. 4. Check the Define Access tab to ensure all required roles are assigned. ------------------------------------------------------------------- Verification Steps To verify that the workflow is executing successfully: - Check sn_aia_execution_plan: The execution plan should show the correct workflow name and agent. - Check sn_aia_execution_task: All execution tasks should complete without errors. - Check sn_gaf_record_group: Verify that clustered groups exist for the specified time range and skill configuration. - Check ml_solution: Confirm that the clustering solution has completed successfully. If the workflow returns no results: - Ensure GAF is configured and the offline flow has been executed. - Verify the "GAF ITSM Grouping" skill is active and has trained data. - Confirm the instance has sufficient records (2,000+) for meaningful clustering. - Upgrade to Platform AI Agents and Skills v11.0.0 or later for the best experience. - Ensure the required roles are assigned to the user to access incident, case, or other task data. - Verify that all required roles are added in the Define Access tab for both the AI Agent and the Workflow.