**AI Agents FAQ & Troubleshooting**

Last updated March 12, 2025, for the Yokohama GA release

\*Safe harbor applies for forward-looking statements\*

* **What’s an AI Agent at ServiceNow?**

AI agents are autonomous systems that interact with their environment to gather data, make decisions, and complete tasks that would otherwise need to be done by a human.

* **What are the prerequisites to install and use AI Agents?**

Customers must have Now Assist installed with a Pro Plus/Enterprise entitlement. They must be on Yokohama Patch 1+ or Xanadu Patch 7+, with the Now Assist for ITSM, HRSD..., and AI Agents store apps installed. Admins must have the _sn\_aia.admin_ role. AI Search and Now Assist Panel must also be enabled.

* **What’s a use case vs agent vs tools?**

A use case is the overall business problem or goal you’re trying to solve. Think of it as the why—the reason you’re deploying AI agents. An agent is the who—the virtual worker that performs specific tasks to help achieve the use case. Tools are the operations run to perform actions. They are usable by AI Agents to perform their tasks and achieve the use case.

* **What LLM(s) does AI Agents use?**

AI Agents uses OpenAI's GPT-4o for its orchestration layer on ServiceNow managed Azure servers. AI Agent tools may use Now LLM. The context window for the AI agent is 128K tokens. The orchestrator LLM is currently not configurable, but it is is on the roadmap.

* **What's the longest I can make AI Agent instructions?**

The max length for an AI Agent Role: Max Length = 2,000\. For AI Agent Instructions: Max Length = 8,000

* **My instance is located in an Asia Pacific data center and I'm receiving a "Global Routing Option" pop-up. What is that?**

If your instance is hosted in our Asia Pacific region data center, GPT-4o is not yet supported in the data center. As a result, in order to use AI Agents, customers must agree to use Global Routing. This may send data outside the Asia Pacific geography, but still within the ServiceNow ecosystem.

* **Can AI Agents connect to 3rd party LLM or agents?**

AI Agents can connect to 3rd party LLMs and other systems (including agents) via the subflows/actions tools as an integration. More seamless communication between ServiceNow agents and external agents is on the roadmap.

* **How does AI Agents consume assists?**

Assist consumption pricing is based on number of actions run, not including the orchestrator or communicator agent actions. See our assists overview for more information: [ServiceNow Assists Overview](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/sn-assist-overview.pdf)

* **Are AI Agents available in a PDI?**

No.

* **How do we prevent hallucinations?**

Humans are still involved when AI Agents are running. AI Agents introduce the concept of "human on the loop" systems where humans primarily monitor the AI's actions and only intervene when necessary, taking a more supervisory role rather than actively contributing to decisions. For example, human service agents can review an AI Agent-generated plan and provide feedback or explicit approval before execution or changes. We also provide prompt injection protection via Now Assist Guardian. Our grounded prompt templates tie the prompts to platform data and increase the accuracy of the response, as well as RAG. Customers can use the same in Now Assist Skill Kit for Skills as tools; and set the temperature to ensure the output is more grounded. Note that with any generative AI product, hallucinations are a possibility.

* **How are AI Agents triggered?**

AI agent builders can create triggers when creating a Use Case that calls the agent when a condition or objective is observed. Agents can also be trigger via database changes.

* **Is feedback given back to AI Agents used at all?**

During an AI agent interaction, the AI agent may ask the human user for feedback and/or permission to proceed. The AI Agent then may change its approach depending on the feedback.

* **Do AI Agents recognize ServiceNow objects in its instructions? (Table names, field names...)**

Yes, it can.

* **What languages are supported by AI Agents?**

AI Agents is supported for English only in the Yokohama Patch 1 release. AI Agents may recognize and work with other languages, but your mileage may vary and support is not guaranteed. Official multi-lingual support is on the roadmap.

* **Is AI Agents supported for GCC/self-hosted?**

Not currently but it is on the roadmap.

* **Does AI Agents support domain separation?**

Yes. The sys\_domain field exists on all agent tables and will get the sys\_domain\_path if the domain separation is enabled in the instance.

* **Can data be passed between different tools and different AI Agents?**

Data in a Use Case conversation is stored in short term memory and can be passed between tools via the Agent's instructions. It can also be passed between AI Agents via instructions. Note that the data is being transferred by the LLM and may be changed. To minimize this, in the instructions, tell the Agents to be exact in passing the data. Also in the Tools UI, change the LLM strategy to ‘None’.

* **What are the out-of-box agents available?**

Workflows such as ITSM, HRSD, and CRM are each shipping out-of-box agents to provide out-of-box content and experiences for customers. More out-of-box agents will be shipped in future releases.

* **I'm getting a “No agents are available at the moment” error message. How do I fix this?**

This is usually due to the Agent proficiency not being filled out or inaccurate. There could be several reasons: AI Search is not enabled, the token count for the orchestrator has been exceeded, the agent prompt(s) is not descriptive enough. Also check that the AI Agents and tools such as Skills are all Active.

* **AI Agent states that it can no longer execute a tool**

Check the property value for “sn\_aia.continuous\_tool\_execution\_limit”​. This property controls the maximum limit for continuous, uninterrupted executions for the same tool.

* **The Now Assist Panel times out after 2 hours**

Check the value for “Conversation Idle Timeout” for the Now Assist Panel (sys\_cs\_channel) record​. Also check the property value for “com.glide.cs.conversation\_idle\_timeout”​​. Note that this property is Global and not specific to the Now Assist AI Agents, but rather to Virtual Agent as a whole.​

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* **How do I learn more about ServiceNow AI Agents?**

View our documentation at: [Link](https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/now-assist-ai-agents/reference/na-ai-agents.html). A Now Learning course on AI Agents is also in the works. Don't forget to also [register for Knowledge '25](https://www.servicenow.com/events/knowledge.html) where we'll be sharing more about the capabilities and the future regarding AI Agents.