{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":23794,"path":"intelligent-experiences/itsm-link-major-incident-or-problem-ai-agent.md","title":"Link major incident or problem AI Agent","bundle":null,"doc_type":null,"release":"australia","body":"\n# Link major incident or problem AI Agent\n\nThis AI agent automatically identifies and links the most relevant major incident or problem with an incident.\n\n## Workflow\n\nThe agent analyzes short descriptions, verifies contextual relevance, and updates the linkage while clearly presenting all tool responses to the fulfiller.\n\n1.  Use the Get Incident and relevant Problems tool to fetch incident details and relevant problems and major incidents.\n2.  Compare incident, problem, and major incident short descriptions to find a highly confident match that is contextually relevant to the incident. If no matches are found, end the workflow.\n3.  Link the problem and/or major incident to the incident.\n4.  Inform the user.\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\nGet Incident and relevant major incidents and problems\n\nSet major incident or problem to the 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\nTriage 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.\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"}}