Modifying the default Incidents ServiceNow tool settings

As an administrator, configure the Incidents ServiceNow tool to help agents retrieve active incident data from ServiceNow and respond to incident-related queries through the Employee Navigator interface. This setup improves support efficiency and enhances the overall user experience.

The Incidents ServiceNow tool is available out-of-the-box, but you cannot modify it directly. However, you can add a new tool to modify the default tool configuration.

Before you begin

Make sure you have cloned an out-of-the-box agent, because you can only add a custom tool to a cloned out-of-the-box agent.

For more information, see Cloning an agent.

To modify the default Incidents ServiceNow tool settings

1. Add a new tool in your environment. For more information, see Adding tool and toolkit for an AI Agent.
   The new tool must replicate the field value configuration of the existing out-of-the-box Incidents ServiceNow tool.
2. In the Configuration field, modify the following settings:

   Setting	Description
   sys_params	A comma-separated list of fields that define the incident attributes returned in the response. The sys_id and number fields are always included in the response, even if they are not added.
   limit	The number of incidents returned per query.

   Default configuration:

   {
     "sys_params": "sys_id,number,short_description,description,urgency,sys_updated_on,state",
     "limit": 10
   }
3. Click Save.

Where to go from here

Adding tool and toolkit for an AI Agent