Module 9 - Add ServiceNow Create Incident Tool to Agent Loop

In this module we will take the ServiceNow Create Incident workflow and add it as a tool in our Agent Loop workflow.

1. Return to the list of workflows in the Logic Apps by clicking on the Workflows link at the top of the page

   

2. Open the demo-conversational-agent workflow

   

3. Add a new tool.

   • Click on the +

     

4. Search and select the Call workflow in this logic app

   

5. Configure the Call workflow in this logic app action

   • Workflow Name - tool-ServiceNow-CreateIncident

   

6. Configure the Tool activity.

   • NOTE The way you name your tool and provide a description has a significant impact on your Agent Loop (and LLM) will discover and call your particular tool. Provide unique and descriptive terms to improve accuracy during runtime.

   • Rename the tool to Create Service Now Incident

   • Description: This tool will log a ServiceNow Incident

   • Agent Parameters

     for each agent parameter click + Create Parameter

     • Name: Assignment Group

       Type: String

       Description: The Assignment Group in ServiceNow that the ticket should be assigned to

     • Name: Description

       Type: String

       Description: The user provided description of the issue being logged

     • Name: ResolutionSteps

       Type: String

       Description: The steps recommended to resolve the incident

     • Name: Severity

       Type: Integer

       Description: The Severity of the inicdent

       

7. Configure the inputs paremeters for the call to the logic app.

   NOTE when you select a parameter to configure you will now see a third source for mapping your inputs. The agent indicates a parameter that the agent can provide.

   

   • Assignment Group: (agent parameter) Agent Parameters-> AssignmentGroup

     

   • Description: (agent parameter) Agent Parameters-> AssignmentGroup

   • FailureDateTime: utcNow()

   • ResolutionSteps: (agent parameter) Agent Parameters-> ResolutionSteps

   • Severity: (agent parameter) Agent Parameters-> Severity

   

8. Save you workflow

   

Test your agent

1. Click Run to start your workflow and initiate the agent session.

   

   You will receive a notification when the workflow as successfully started
   

2. Navigate to you Run History and located you Running instance. Click on the identifier to view the executed steps and agent chat session.

   

3. Enter the your issue for the agent to action:

   Similar to the last execution, the agent has first presented it's system intrustions and the initial user intruction has been provided resulting in the agent providing more detail instructions on what it requires and what steps it will take. In the following steps we will provide a similar prompt to the one we tested in Module 7 - Create Agent Loop Workflow but now the agent will have a tool enabling it to log the ServiceNow Incident on behalf of the user.

   • Enter the following prompt:

     my database mysqldev001 appears to be offline  
     

   As per the system instructions, the Assignment Group is required to proceed.

   • Enter the Database in the chat

   Let's review the response....

   • First, the agent details the step by step plan of what it will do

     

   • Next, the agent retrieves the operational run book, locates the corresponding issue and presents back a more detailed plan with step by step resolution instructions, estimated resolution time and severity

     

   • Finally, the agent will call ServiceNow and create the incident ticket and return the Incident Ticket Number, details that will be included in the ticket and finishes off by providing a list of next steps.

     

4. Vaidate your Incident in ServiceNow.

• Navigate to your ServiceNow developer portal

• Use the Incident Ticket Number from the Agent's response to search for the incident in ServiceNow