IT Agent

Empower IT teams with AI-powered agents to automate routine support tasks like shared folder access and incident creation.

Access to Shared Folder

Automate Incident Creation

Automate Incident Creation

This deep dive use case demonstrates how AIW fully automates Incident creation. It outlines the entire workflow from capturing the user’s chat input and extracting their profile, to invoking a third-party Incident management API (e.g., ServiceNow, Jira) through an Integration Hub Recipe, orchestrating the response using Agentic AI Studio, and delivering real-time incident confirmation.

This example shows how Integration Hub and Agentic AI Studio combine to replace manual ticketing with a smart, self-service workflow.

 Goal

To automate the process of creating IT support incidents through a self-service, Agentic AI-powered interface—eliminating manual ticket submissions and ensuring users receive real-time incident confirmation and tracking.

 Scenario

The IT team at NovaTech wants to reduce the volume of manually submitted support tickets by enabling users to log incidents via a chat-based, AI-driven interface. This approach ensures immediate logging, better user experience, and more efficient handling of repetitive IT support requests.

 User Persona: Administrator

 Solution

1. Create a Recipe flow (SNOW ITSM: Create Incident) to create Recipe using Integration Hub component.

2. Create an Agent (Apex ITSM: Create Incident) to create Incident using Agentic AI studio component.

Steps

Create a Recipe using Integration Hub Component

To create Recipe, perform the following steps:

1. Select the Project.

2. Click the Create arrow, then select Recipe.

   The My New Recipe page is displayed.

3. Enter Name, select Location (The project or folder where you want to store your recipe) and Pick a starting point to create a Recipe.

   Select Trigger from the actions.

4. Click Start building to open your new Recipe in the Recipe editor.

5. For the Trigger, Select API platform that specifies the conditions to start the workflow from App.

   1. Configure the API Request:

      1. Set content type to JSON.

      2. Define the request schema with three required fields:

         • requestor_email

         • short_description

         • description

   2. Add Headers or Path Parameters (Optional):

      1. If your endpoint requires authentication or routing, define headers or path parameters here. Otherwise, leave them empty.

   3. Set Up the API Response:

      1. Define the response name (e.g., response_output).

      2. Choose HTTP status code: 200 – OK.

      3. Set content type to JSON.

   4. Define the Response Schema:

      1. Under result, specify required fields such as: sys_updated_on, number, sys_created_on, state, impact, active, etc.

6. Under Action, select New API Request which is used to create an API request handler.

   1. Select Table:

      Choose Incident from the table dropdown.

   2. Map Fields:

      1. Description: Map from description.

      2. Short Description: Map from short_description.

      3. Contact Type: Enter "Virtual Agent" or a custom value.

      4. Test the Flow: Use test data (e.g., VPN issue) to verify the action creates an incident.

      5. Error Handling: If you get 503 Service Unavailable, check your ServiceNow connection and credentials.

7. Under set up, for the New API request, configure the following fields.

   a. Under the Request section, set the Content type to JSON.

   b. Click Add header to define one or more Request headers.

   c. Under Path parameters, click Use JSON or add fields manually to Describe Path Parameters.

   d. In the Request schema section, click Use JSON to enter the expected input schema.

8. Select Action in App and Return API response.

9. Select End the Recipe.

   

   Figure: Create Incident - Recipe

Create Recipe agent using Agentic AI Studio component

To create Agentic AI Flow for creating an Incident, perform the following steps:

1. Navigate to Agentic AI Studio.

2. Select New Flow. The Get Started dialog box appears.

3. Select Blank Flow.

4. In the left pane, under Components, locate the available components.

5. Drag the Chat Input component to the canvas.

6. Drag the User Profile Extraction component to the canvas and connect it to the Chat Input component.

7. Drag the Agent Instruction component to the canvas and connect it to the User Profile Extraction component.

8. Drag the Recipe Agent component from the left pane to the canvas.

    Figure: Recipe agent

9. Click the Recipe dropdown to view the list of Runbooks available in your workspace.

10. Select Apex ITSM: Create Incident from the list. This triggers the Recipe workflow in Integration Hub to retrieve the Incident creation.

11. Drag the Orchestration Agent component onto the canvas.

12. Connect the Agent Instruction component to the Orchestration Agent using the Agent Instructions connection edge.

13. Connect the Tool edge of the Recipe Agent to the Tools edge of the Orchestration Agent.

14. Connect the Message edge of the Chat Input Agent to the Input edge of the Orchestration Agent.

15. Drag the Output component onto the canvas. Connect the Response edge of the Orchestration Agent to the Output component.

    The following diagram illustrates the complete view after connecting the edges.

    

    Figure: Agentic AI flow

16. Once the workflow is connected, click the Playground button to view the output.

    

    Figure: Playground

This use case demonstrates how to build a self-service incident creation flow using AI Workflows. By combining an Agentic AI flow with an Integration Hub Recipe, users can:

🗣 Initiate a chat request, where AI automatically extracts the issue type, urgency, and user identity.

🔁 Trigger the ITSM API through Integration Hub to log the Incident in real time.

🤖 Coordinate the workflow using Agentic AI Studio for seamless orchestration.

🧾 Receive instant confirmation with the incident ID and tracking link in the chat interface.

The result is a fully automated, user-friendly support solution that:

• Reduces manual ticket logging,

• Speeds up issue resolution,

• And improves end-user experience while allowing IT teams to focus on more complex problems.

Access to Shared Folder

Goal

Enable employees to seamlessly request and obtain Shared Folder access (Read, Write or Full) through an automated system, eliminating the need for sending emails, pings, and delayed follow-ups with the support or any other team.

Scenario

The IT Department at NovaTech organization aims to implement an automated and AI-powered self-service solution that allows employees to request and obtain Shared Folder access without the need for manual emails, or follow-ups, ensuring a faster and more efficient access.

Team wants to avoid repetitive tasks by eliminating the need to execute the same process to provide the Shared Folder access.

User Persona

Administrator

Solution

1. Create a Runbook (NTP-_Shared_Folder_Access) using Automation component

2. Create an Agentic AI Flow (SharedFolderAccess AI Flow) using Agentic AI Studio component

Before diving into the detailed steps, let’s first view the high-level flow diagram.

Steps

Create a Workflow (SharedFolderAccess) using Automation component

Before we configure the required Workflow, the required Scripts must be configured. The required scripts are as follow:

1. ShareFolderAccess_Main

2. ShareFolderAccess_SendNotification

Configuring ShareFolderAccess_Main Skill

Navigate to Automation > Skills > Manage Skills > New Skill. Configure the following properties as described in below table:

Configuring ShareFolderAccess_SendNotification Skill

Navigate to Automation > Skills > Manage Skills > New Skill. Configure the following properties as described in below table:

To create the Workflow, perform the following steps:

1. Navigate to Automation > Workflows > Manage Workflows > New Workflow. The New Workflow pane is displayed.
   
   
   

2. Double click on BEGIN. The Workflow Configuration pop-up is displayed.
   
   
   Configure the properties as shown in the below table:

   Field Name	Values
   Workflow Name	Shared_Folder_Access
   Trigger Event	API/Scheduler
   Active	Active
   Workflow Category	Access Rights Management
   Description	This Workflow is to get access for shared folder.
   Content Parser and Condition Configuration
   Conditions	N/A
   Content Parser	N/A

   The Workflow Shared_Folder_Access. Configuration is donename and other information is defined Shared_Folder_Access.
   

3. Drag and drop the Skill named ShareFolderAccess_Main on the Workflow pane from the left navigation bar.
   
   
   Configure the Skill’s fields as shown in the below table:
   

   Field Name	Values
   Style
   Texts
   Title	SharedFolderAccess_Main
   Styles
   Title border color	R,G,B - 0, 0, 0
   Background	R,G,B - 0, 0, 0
   Title color	R,G,B - 0, 0, 0
   Skill Description	SharedFolderAccess_Main
   Action
   Skill Details
   Skill Version	V1
   Skill Name	ShareFolderAccess_Main
   Skill Language	Powershell Script
   Target Type	CI
   Target Host Type	TBD
   Proxy Server Host	TBD
   Schedule Type	One Time
   Retry Intervals (In Mins)	0
   Retry Count	0
   Parameter Details
   Input Parameter Name: Data Source: Data Field	XML Output, API Scheduler, UserEmailID FolderAccess, API Scheduler, AccessType SharePath, API Scheduler, FolderPath FileServer, Fixed Input, NEPRDWINWEB01(TBD)

4. Drag and drop the Skill named ShareFolderAccess_SendNotification on the Workflow pane from the left navigation bar. Call the Skill named SharedFolderAccess_SendNotification.
   
   
   
   Configure the Skill’s fields as shown in the below table:

   Field Name	Values
   Style
   Texts
   Title	SharedFolderAccess_Main
   Styles
   Title border color	R,G,B - 0, 0, 0
   Background	R,G,B - 0, 0, 0
   Title color	R,G,B - 0, 0, 0
   Skill Description	SharedFolderAccess_Main
   Action
   Skill Details
   Skill Version	V1
   Skill Name	ShareFolderAccess_SendNotification
   Skill Language	Powershell Script
   Target Type	CI
   Target Host Type	TBD
   Proxy Server Host	TBD
   Schedule Type	One Time
   Retry Intervals (In Mins)	0
   Retry Count	0
   Parameter Details
   Input Parameter Name: Data Source: Data Field	SharePath,API/Scheduler, Folder Path Notifyto, Fixed Input, Fredrick.nortan@zacme.com From, Fixed Input, noreply@zacme.com WebServiceURL, Fixed Input, https://skylabs.symphonysummit.com/api.integration/REST/Summit_RESTWCF.svc/RESTService/CommonWS_JsonObjCall Summit_username, Fixed Input, NA Summit_Password, Password, ...... templateName, Fixed Input, AR_Basic_Mail_Template_2 TeamName, Fixed Input, Zacme Orchestration ServiceRequestID, Fixed Input, API Subject, Fixed Input, Shared Folder Access granted Requestor, API Scheduler, UserEmailID Webservice_APIKEY, Fixed Input, uo2C0iCnHMov1MExWuLd9MCd6xkp5Ldf1igYcMN9biw=

5. Connect the edges as shown in the following diagram for the workflow to be functional.
   
   
   Figure: Workflow Diagram

   Create Agentic AI Flow using Agentic AI Studio Component

   To create Agentic AI Flow to get Shared folder Access, perform the following steps:

   1. Navigate to Agentic AI Studio.

   2. Click New Flow. The Get Started pop-up is displayed.

   3. Click Blank Flow.

   4. Navigate to left side Components sidebar.

   5. Drag and drop the Chat Input component.

   6. Drag and drop the User Profile Extraction component. Connect the edges of Chat Input component and User Profile Extraction component.

   7. Drag and drop the Agent Instruction component. Connect the edges of User Profile Extraction component and Agent Instruction component.

   8. Drag and drop the Runbook Agent from the left side bar to the canvas.

      

      Figure: Runbook Agent

   9. Click Runbook dropdown. It displays the list of runbooks available for your Workspace.

   10. Select the NTP-_Shared_Folder_Access Runbook from the displayed list. It will trigger the selected Runbook (Workflow) from Automation to access the shared folder.  

   11. Drag and drop the Orchestration Agent component.

   12. Connect the edges of Agent Instruction component and Orchestration Agent (Agent Instructions connection edge).

   13. Connect the Tool edge of Runbook Agent and with Tools edge of Orchestration Agent component.

   14. Connect the Message edge of Chat Input Agent and with Input edge of Orchestration Agent component.

   15. Drag and drop the Output component. Connect the Response edge of Orchestration Agent component with Output component.
       The following diagram depicts the complete view after connecting the edges.
       

       Figure: Agentic AI Flow

   The following video explains the steps mentioned above to create an Agentic AI flow for obtaining shared folder access and its outcome.