--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Assess conflicts for a change request # IT Service Management AI agent collection assess conflicts for a change request agentic workflow {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of IT Service Management AI Agent Collection Assess Conflicts for a Change Request Agentic Workflow The assess conflicts for a change request agentic workflow in ServiceNow enables you to manually run conflict detection for change requests. This workflow helps identify and summarize conflicts related to affected configuration items (CIs), conflicting changes, and maintenance or blackout schedules. It provides a clear view of potential issues before implementing a change, allowing for better risk management and planning. Show full answer Show less This workflow does not trigger automatically and must be invoked manually. Modifications to the workflow require duplication and careful updating of related AI agent instructions to maintain accuracy. ## Key Features * **Conflict Detection:** Detects existing conflicts on change requests, highlighting affected CIs, conflicting changes, and impact on maintenance or blackout schedules. * **Rerun Capability:** Allows you to rerun conflict detection as needed to update conflict information. * **Access Control:** Available to users with roles in `snchangewrite` or `itil`. * **Integration with ServiceNow Otto Panel:** The workflow can be accessed via the Otto panel, enabling query input using the change request number and receiving AI-generated conflict assessments. * **AI Agent Utilization:** Uses the Change conflict assessor AI agent, which requires key details such as configuration item and planned start/end dates on the change request to operate effectively. If these details are missing, the agent prompts for them. * **Configurable UI Display:** Option to add an icon to the ServiceNow Otto panel menu bar for easy workflow access. ## How to Use * Navigate to **All \> AI Agent Studio \> Create and manage** and select the assess conflicts for a change request workflow. * Review and update the workflow settings in the Describe and Connect and Define Trigger screens, then save and continue. * Enable the UI display option to add the workflow icon to the Otto panel if desired. * Run the workflow manually and input the change request number to initiate conflict assessment. * Review the AI-generated summary of conflicts, including affected CIs, conflicting changes, and maintenance schedules. ## Important Considerations * Ensure the change request has essential data such as the configuration item and planned start/end dates prior to running conflict detection. * When customizing the workflow or AI agent, update instructions and settings consistently to prevent errors. * The workflow is designed to support informed decision-making by highlighting risks and conflicts before change implementation. Use the assess conflicts for a change request agentic workflow to run conflict detection for change requests and assess conflicts, and identify affected configuration items (CIs) and impacted services. ## Assess conflicts for a change request agentic workflow overview {#now-assist-itsm-aiagents-assess-conflicts-workflow__section_kqd_z4z_kgc} Using the assess conflicts for a change request agentic workflow, you can run conflict detection for change requests to view existing conflicts and the summary of conflict types, affected CIs, and impacted services. The summary of each conflict type generated using the assess conflicts for a change request agentic workflow includes the following sections: * Affected CI * Conflicting change * Maintenance or blackout schedules {#now-assist-itsm-aiagents-assess-conflicts-workflow__ul_ess_hpz_kgc} You can also use the workflow to rerun conflict detection. Note: The assess conflicts for a change request agentic workflow doesn't have a trigger and is invoked manually. To modify the assess conflicts for a change request agentic workflow, [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and adjust the settings according to your requirements. Important: When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly. ## Assess conflicts for a change request {#now-assist-itsm-aiagents-assess-conflicts-workflow__section_i31_tpz_kgc} Autonomously assess conflicts for change requests. Note: The workflow can be accessed by roles contained within the sn_change_write or itil roles. To access and configure the agentic workflow: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Assess change request conflicts. {#now-assist-itsm-aiagents-assess-conflicts-workflow__ol_itg_xpz_kgc} ## AI agent used in the assess conflicts for a change request agentic workflow {#now-assist-itsm-aiagents-assess-conflicts-workflow__section_vph_dqz_kgc} The Change conflict assessor AI agent is used to identify conflict types and summarize the impacted schedules, CIs, and services related to the change request. Important: The configuration item, planned start, and end date values must be available for the change request before running the conflict detection using the AI agent. If no information is available, the agent asks you to provide them. ## View conflicts using the assess conflicts for a change request agentic workflow {#now-assist-itsm-aiagents-assess-conflicts-workflow__section_kf2_wvz_kgc} In the agentic workflow record: 1. Review the information in the Describe and connect screen and in the Define trigger screen, make the necessary updates, and then select Save and Continue. 2. In the select a UI display screen, turn on the Display option to add the icon for the ServiceNow Otto panel in the menu bar. 3. Select Save and test. {#now-assist-itsm-aiagents-assess-conflicts-workflow__ol_cqv_xvz_kgc}The agent executes the request for the agentic workflow. ## Example of the assess conflicts for a change request agentic workflow output in the ServiceNow® AI Agent Studio {#now-assist-itsm-aiagents-assess-conflicts-workflow__section_mgp_jwz_kgc} Access and use assess conflicts for a Change request agentic workflow from the ServiceNow Otto panel. You can add a query using the change request number to use the AI agent. For the query instruction, follow the steps specified in the List of steps field of the Define key requirements screen of the agentic workflow record. In the AI Agent Studio, the human agent gets notified as soon as a text message is generated so that they can follow the on-screen instructions and complete the task. For more information, see [Request the generative AI capabilities in ITSM by using the ServiceNow Otto panel](https://www.servicenow.com/docs/AnJIDfOoTCaVTN3DW2Cxdg "Use the ServiceNow Otto panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues."). *[\>]: and then