Set up the L1 Agent
Set up the L1 Agent yourself in ADR mission control. Choose the environments the agent works in and the capabilities it adds to incidents, and setup finishes in a few minutes. Every capability starts manually triggered and suggests, so nothing changes on an incident until a person accepts.
Before you start
Incident tables: Connect your ITSM incident tables through the Unified Data Connector. Until they are connected, Connect L1 agent is unavailable. See the ServiceNow Data Connector for table requirements.
Environments: The agent runs on existing BigPanda environments. Create or review them first.
Permissions: [STUB] Permissions needed to open ADR mission control and run setup. Confirm with engineering before publishing.
ServiceNow version: [VERIFY] Whether self-service setup requires ServiceNow integration v2.x, as the L1 Agent does today.
External Observability can't be turned off
Turning on External Observability registers your organization with External Observability. This can't be undone. Clear it in step 2 if your organization has not approved it. [VERIFY final wording with Q2]
Connect the L1 Agent
In the top navigation bar, click ADR mission control.
On the Connect your L1 agent card, click Connect L1 agent.
To review each capability first, click How it works.
In Where should your agent run?, select the environments the agent works on.
Expand an environment to see the incidents that match it under INCIDENTS THAT MATCH.
Use Select all to pick every environment.
Click Next: capabilities.
In Choose your agent's capabilities, clear any capability you do not want. All eight are selected by default. [VERIFY]
Click Next: your plan.
In Here is your plan, choose which capabilities run on each environment.
Click Turn on my agent.
Setup runs in the background. Closing the Setting up your L1 agent window does not stop it; reopen it from the corner of the screen. [SCREENSHOT-NEEDED] Caption: Setup progress with the nine setup steps.
When setup finishes, Your L1 agent is live appears. Click Close and see your agent to open Configure.
What the agent does after setup
Each capability is set to Manually triggered and Suggests in every environment you picked:
The agent runs only when someone triggers it on an incident. [STUB] How to trigger the agent from an incident: control name and location. Confirm with engineering.
The agent suggests. A person decides whether to apply each suggestion.
[VERIFY] Credit usage for manually triggered capabilities. Do not publish a credit statement until the Credit Management owner confirms it.
To run a capability on every incident, or to let an Autonomous L1 capability act on its own, see Configure the L1 Agent.
Capabilities you can choose
Group | Capability | Docs |
|---|---|---|
Autonomous L1 | Assignment | |
Autonomous L1 | Suppression | |
Autonomous L1 | Runbooks | |
Incident context | AI Incident Analysis | |
Incident context | Incident Correlation | |
Incident context | Historical & Similar Incidents | |
Incident context | Service Desk Observability | |
Incident context | External Observability |
Runbooks come later
Turn on Runbooks during setup, then add the runbooks themselves in Runbooks once the agent is live.
Next steps
Change when each capability runs in Configure the L1 Agent.
Read how the agent works in the L1 Agent overview.
Connect runbooks and the On-Prem Worker to run runbook steps.