{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":23771,"path":"intelligent-experiences/itsm-categorize-itsm-incident-ai-agent.md","title":"Categorize ITSM incident AI agent","bundle":null,"doc_type":null,"release":"australia","body":"\n# Categorize ITSM incident AI agent\n\nThis AI agent assigns the appropriate category and subcategory to an incident.\n\n## Workflow\n\n1.  Use the Fetch all data - Categorize ITSM incident AI agent tool to fetch incident details, available categories, and available subcategories.\n2.  Assign a category and subcategory.\n3.  Present the recommendation to the user.\n4.  Update the incident.\n\n<table><thead><tr><th>\n\nField\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nAllow third party to access this AI agent\n\n</td><td>\n\nWhen enabled, third-party AI agents can use this agent. This value is off \\(false\\) by default. This setting is defined in the AI Agent configs \\[sn\\_aia\\_agent\\_config\\] table on the External discoverable field.\n\n</td></tr><tr><td>\n\nAllow AI specialists to access this AI agent\n\n</td><td>\n\nWhen enabled, AI specialists can use this agent. This value is off \\(false\\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \\[sn\\_aia\\_agent\\_config\\] table on the Specialist enabled field.\n\n</td></tr><tr><td>\n\nManage long-term memory\n\n</td><td>\n\nWhen enabled, all previous user interactions are used as context for the LLM. This value is off \\(false\\) by default. This setting is defined by the **sn\\_aia.ltm.enable\\_long\\_term\\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).\n\n</td></tr><tr><td>\n\nTools\n\n</td><td>\n\n-   **Scripts**\n\nFetch all data - Categorize ITSM incident AI agent\n\nUpdate incident\n\n\n</td></tr><tr><td>\n\nAllowed user roles The specific user roles that can access this AI agent.\n\n</td><td>\n\nitil\n\n</td></tr><tr><td>\n\nData access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.\n\n</td><td>\n\nitsm.aia.worker\n\naccess\\_analyzer\\_ai\\_user, actsub\\_user, agent\\_role\\_config\\_viewer, agent\\_workspace\\_user, app\\_service\\_user, canvas\\_user, certification, cmdb\\_ms\\_user, cmdb\\_query\\_builder, cmdb\\_query\\_builder\\_read, cmdb\\_read, contact\\_user, data\\_manager\\_user, dependency\\_views, email\\_client\\_template\\_read, email\\_composer, interaction\\_agent, itil, knowledge, notify\\_view, now\\_assist\\_panel\\_user, one\\_extend\\_viewer, pa\\_viewer, platform\\_ml\\_read, prompt\\_library\\_user, role\\_viewer, service\\_status\\_subscriber, service\\_viewer, snc\\_internal, snc\\_platform\\_rest\\_api\\_access, snc\\_required\\_script\\_writer\\_permission, sn\\_ace.ace\\_user, sn\\_aia.viewer, sn\\_ai\\_filter\\_assist.user, sn\\_ai\\_filter\\_tracker.user, sn\\_bm\\_client.benchmark\\_data\\_viewer, sn\\_change\\_read, sn\\_change\\_write, sn\\_cimaf.sn\\_cimaf\\_read, sn\\_cmdb\\_user, sn\\_comm\\_management.comm\\_plan\\_viewer, sn\\_data\\_kit.analyst, sn\\_dex\\_desktop.notification\\_template\\_admin, sn\\_diagram\\_builder.db\\_read, sn\\_gaf.data\\_viewer, sn\\_gaf.data\\_writer, sn\\_gd\\_guidance.guidance\\_user, sn\\_incident\\_read, sn\\_incident\\_write, sn\\_itam\\_recomm.recommendations\\_read, sn\\_itsm\\_aia.sn\\_aia\\_chg\\_conflict, sn\\_itsm\\_aia.sn\\_aia\\_chg\\_quality, sn\\_itsm\\_aia.sn\\_aia\\_chg\\_schedule, sn\\_itsm\\_contact\\_query, sn\\_mcp\\_client.viewer, sn\\_nb\\_action.next\\_best\\_action\\_user, sn\\_nowassist\\_admin.user, sn\\_now\\_canvas\\_ai.interactive\\_view\\_user, sn\\_pren.experience\\_issue\\_read, sn\\_problem\\_read, sn\\_problem\\_write, sn\\_prompt\\_assist.prompt\\_developer, sn\\_publications\\_recipients\\_list\\_user, sn\\_publications\\_recipients\\_user, sn\\_query\\_gen.user, sn\\_reacf.sn\\_remedial\\_action\\_read, sn\\_request\\_approver\\_read, sn\\_request\\_read, sn\\_request\\_write, sn\\_skill\\_builder.viewer, sn\\_sla\\_definition\\_query, sn\\_sow.it\\_agent\\_dashboard\\_user, sn\\_sow.sow\\_home, sn\\_sow.sow\\_list, sn\\_sow.sow\\_user, sn\\_sttrm\\_condition\\_read, sn\\_uib\\_collab.user, sn\\_uxc\\_gen\\_ai.sn\\_aia\\_sla\\_explain, survey\\_reader, task\\_editor, template\\_editor, template\\_read\\_global, tracked\\_file\\_reader, view\\_changer, viz\\_creator, workspace\\_user\n\n</td></tr><tr><td>\n\nTriggers\n\n</td><td>\n\nOptional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).\n\n</td></tr><tr><td>\n\nChannels\n\n</td><td>\n\nEnable the AI agent for the ServiceNow Otto panel.\n\n</td></tr><tr><td>\n\nUsed in agentic workflows\n\n</td><td>\n\n-   ITSM Agent Zero\n-   Triage and categorize ITSM incident\n\n</td></tr></tbody>\n</table>Learn more about IT Service Management at [IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/r_ITServiceManagement.md).\n\n**Parent Topic:**[IT Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/itsm-ai-agents-overview.md)\n\n"}}