First Agent but encountering some challenges

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Posted on by CF-24040731-0

our team monitor ServiceNow ticket queue, but I only need to resolve the ticket that mentioned 'SOA' in the description. I wanted to build an agent to check the ServiceNow or check the email that sent to our team group from servicenow@mycompany.com.au and add this Agent in a flow so it can send an email to myself when a ticket/email created that has SOA mentioned in the Description.

This seemed to be a simple Agent and flow, however I was not be able to add tool or ServiceNow MCP in the agent, or add a trigger to when an email sent from servicenow@mycompany.com.au to our team ( consist of 4 individual emails)

It's discouraging to see nothing seemed to be working and I would really appreciate some help if you are interested in exploring /resolving this challenge with me:)

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Copilot Studio skills development

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sumit_artesian 21 on at

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Hi @CF-24040731-0,

If your end goal is to simply forward emails that you receive from ServiceNow that have "SOA" in their description to yourself, you won't need an agent or even a Power Automate flow for that. Since your team is sufficiently small, you can have them create a really simple Outlook rule to forward such emails to yourself. It is very configurable and effective.

A flow will not work in your use case as the Outlook trigger can only poll one mailbox at a time. If you had a shared mailbox, it would have worked, but since these are individual accounts, you can't poll all of their mailboxes with one flow. You would need 4 flows, at which point, it's easier to just set up Outlook rules.

If you also want to process the tickets and not just notify yourself, then you will need an AI agent. The approach I would suggest is to have your team create the Outlook rules to forward you the ticket emails that have "SOA" in their description. You can then have a flow configured on your mailbox to poll for such forwarded emails and process them further using an agent.

The flow will essentially have the "When a new email arrives (V3)" with appropriate filters, and then you can call the "Execute Agent" action from the Copilot Studio connector to send a custom prompt with the content of the email to your configured Agent, and it will process according to its instructions and configuration.

Please let me know if any of this is unclear. I will explain it in more depth.

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ninihen 71 on at

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I have no experience with ServiceNow, but after creating a blank agent and in "Add tool", do you see the connectors for ServiceNow? This is what I see:

I assume the connectors to add would be List Records and Get Record.

To trigger email sent to 4 indivision emails, theoritically you would need 4 parent flows with trigger "when a new email arrives (V3)" under M365 Outlook, connected to each of the Outlook account. Though a more practical way is to set automatic forward rules in Outlook directly, so when an email from servicenow@mycompany.com.au arrives, forward that to either your account or an account that you have access to, and also use a rule to move it to a specifc Outlook folder.

So that you will only need one flow to listen to one account and a specific folder.

After that you can use a "Html to text" action to translate the body from the trigger to text, and pass that to the agent via action "Execute agent and wait", and then send a notification to you. Though with step (content from email), I don't think you really need an agent. You only need to check if the email text contain "SOA" and then send notification to you if the logic returns "true".

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