---
title: Agentic AI
slug: neurons-for-itsm/admin-user-help/enu/latest/agentic-ai
docTags: 
createdAt: 2026-07-14T19:16:50.630Z
---

**Role**: Administrator (For Configuration), Self Service users (To chat with Agentic AI bot).

**Platform**: SaaS only.

**Minimum Version**: Ivanti Neurons for ITSM 2026.1

**Feature Eligibility**: Neurons for ITSM customers must purchase Agentic AI add-on license to use this capability. Once you purchase the license, reach out to your [Ivanti Account Manager](https://www.ivanti.com/lp/customers/contact/epg-contact-us) to enable the **Enable\_AI\_Feature** feature flag for you.

**Prerequisites**:

- Enable the global constants – **ChatEnabled**,** IntelligentBotIntegrationEnabled**, and** DefaultAgenticAIUserRole**. For more information, refer to [List of Global Constants](docId\:dgB4V84eDR0Axvy7MLnNF).
- Requires Microsoft SQL Server 2025 or later.

Agentic AI is a multi-agent system designed to enhance Ivanti Neurons for ITSM and related workflows to achieve goals with minimal human oversight. You can use textual prompts and natural language prompts to interact with them. For Self Service users, Agentic AI actively plans, reasons, and executes complex, multi-step tasks. The feature offers deeper integration with ITSM, including direct chat-based actions and context awareness. This AI solution transforms ITSM by automating complex workflows, providing intelligent assistance, and integrating deeply with Ivanti’s platform, maintaining strict security and compliance standards.

The key capabilities of the feature are:

- **Knowledge Search and Incident Deflection**: Agentic AI can search across vast, configurable knowledge bases and return well-formatted, contextually relevant answers using Retrieval-Augmented Generation (RAG). This helps to reduce ticket volume.
- **Incident Agent**: Enables fully automated incident creation using natural language.
- **Service Request Agent**: Dynamically selects the appropriate request template based on the user’s prompt and submits the request automatically.
- **Q\&A Service**: Allows users to ask queries such as checking active incidents, incidents created last week, their status, the status of a specific incident ID, and more.
- **Live Agent Handoff**: Configurable options to transfer conversations to human agents when necessary.
- **AI-Powered Summaries**: Quickly access clear and concise summaries of essential details across any business object, powered by advanced AI.

To get started with this feature, refer to [Getting Started with Agentic AI](docId:2mRWFFzTVvYqUNXgTDnGU).