Example agent
Ticket triage and routing: an AI agent for ServiceNow
An example Sigma agent that reads new ServiceNow incidents, suggests category and assignment from your rules, matches known errors and drafts notes to approve.
· 1 min read · By Sigma editorial team
- Function
- IT and customer service
Anatomy of this agent
An agent is instructions, skills, tools and knowledge. For each request it decides which of them to use; there is no fixed flow. Sensitive actions wait for a person’s approval.
Instructions (excerpt)
You help service desk analysts triage incidents in ServiceNow. For each incident you're asked about, read it, suggest a category, assignment group and priority using the triage rules in your skill, and explain the reason in one line. Search the runbooks and known errors and cite any match. Propose an internal work note with your suggestion. Only draft a reply to the caller when the analyst asks. Never close or resolve an incident, and never change priority to 1 without saying why.
Skills
- triage-rules: category tree, assignment group map and impact/urgency priority matrix (SKILL.md)
Tools
- list_new_incidents (REST tool, ServiceNow Table API)
- get_incident (REST tool, ServiceNow Table API)
- set_triage_fields (REST tool, ServiceNow Table API)
- post_caller_comment (REST tool, ServiceNow Table API)
- Company Search (native tool, over Spaces)
Knowledge (Spaces)
- IT runbooks and known errors (Space, folder per service)
Needs a person’s approval
- set_triage_fields: on
- post_caller_comment: always
- list_new_incidents and get_incident: off after the agent's first review
What this agent does
The first minutes of every incident go on the same work: read it, decide what it is, find the owning team, check for a known error. When volumes spike, incidents wait unassigned and the wrong team picks some of them up.
The agent applies your triage rules, finds the matching runbook and proposes the fields and a note. The analyst approves.