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Activate Agent Intelligence

Activate Agent Intelligence

Agent Intelligence is available as a separate subscription from the rest of the ServiceNow platform. It requires that these two plugins are activated per separate Service Catalog requests: Agent Intelligence plugin (com.glide.platform_ml) and Agent Intelligence Reports plugin (com.glide.platform_ml_pa).

Before you begin

To purchase a subscription, contact your ServiceNow account manager. The account manager can arrange to have the plugin activated on your organization's production and sub-production instances, generally within a few days.

If you do not have an account manager, decide to delay activation after purchase, or want to evaluate the product on a sub-production instance without charge, follow these steps.

Role required: none


  1. In the HI Service Portal, click Service Requests > Activate Plugin.
  2. Fill out the form.
    Target Instance Instance on which to activate the plugin.
    Plugin Name Name of the plugin to activate.
    Specify the date and time you would like this plugin to be enabled

    Date and time must be at least 2 business days from the current time.

    Note: Plugins are activated in two batches each business day in the Pacific timezone, once in the morning and once in the evening. If the plugin must be activated at a specific time, enter the request in the Reason/Comments.
    Reason/Comments Any information that would be helpful for the ServiceNow personnel activating the plugin such as if you need the plugin activated at a specific time instead of during one of the default activation windows.
  3. Click Submit.

What to do next

If you are running on an earlier version than Kingston Patch 2, such as Kingston Patch 0 or Kingston Patch 1, once your plugins are activated, you must update the scheduler URL property as follows before you can Create and train a solution definition.
  1. Type sys_properties.list in the Filter navigator.
  2. Type *scheduler in the Search box of your System Properties list.
  3. Click the glide.shared_service_scheduler.url system property and update its property value to

Role required: admin