IT Service Management AI agent collection create standard change request

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of IT Service Management AI Agent Collection Create Standard Change Request

    Thecreate standard change request agentic workflowin ServiceNow streamlines the process of creating change requests by guiding users through an interactive, conversational experience. It supports creatingstandard, normal, or emergency change requests, helping users select the appropriate type and providing relevant assistance based on their choice.

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    This workflow is manually invoked and accessible via AI Agent Studio under All > AI Agent Studio > Create and manage > Create standard change request. It requires the snchangewrite and itil roles for access. To enable autonomous triggering, the workflow’s Active button must be turned on in its trigger settings.

    Key Features

    • Change Type Selection: Users are prompted to choose standard, normal, or emergency change request types.
    • Template Recommendation: For standard changes, the workflow retrieves and analyzes historical change request templates to recommend the most relevant ones.
    • Direct Creation Links: Generates direct links for users to create change requests based on suggested templates or for normal and emergency changes.
    • AI Agent Integration: Uses the standard change template recommender AI agent to analyze historical data and provide template recommendations. This AI agent must be enabled in the Define availability screen to function.
    • ServiceNow Otto Panel Integration: Users can invoke the workflow and create change requests conversationally via the ServiceNow Otto panel, with an icon added to the menu bar when enabled.
    • Customization: The workflow can be duplicated and modified to fit organizational requirements.

    Using the Workflow

    • Review and update necessary information in the Define key requirements and Define trigger screens, then save changes.
    • Enable the display option to add the workflow icon to the ServiceNow Otto panel for easy access.
    • Interact with the AI agent via the Otto panel to create change requests using conversational queries.
    • The AI agent will provide template suggestions for standard changes or direct links for normal or emergency changes.

    Practical Benefits for ServiceNow Customers

    This agentic workflow enhances efficiency by:

    • Reducing time spent manually searching for relevant change templates.
    • Providing a guided, user-friendly interface for creating various change requests.
    • Leveraging AI to recommend the best-fit templates based on historical data, improving accuracy and consistency.
    • Offering seamless integration within the ServiceNow ecosystem, especially through the Otto panel, to support conversational interactions.

    Use the create standard change request agentic workflow to help users create a standard, normal, or emergency change request in a conversational and intuitive way.

    Create standard change request agentic workflow overview

    The create standard change request agentic workflow assists users in creating change requests quickly and efficiently. On initiation, the workflow prompts users to select the specific type of change they want to request - standard, normal, or emergency.
    • If the user selects standard, they’re prompted to provide additional information about the change request. On receiving this information, the workflow first retrieves historical template data from previous change requests. It analyzes the data, and recommends suitable templates that closely match the user’s current scenario. The workflow also generates direct links for users to create change records based on the suggested templates.
    • If the user selects normal or emergency, the workflow directly generates a link for users to create a normal or emergency change request record.
    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Create standard change request.
    Note:
    The workflow can be accessed by the sn_change_write and itil role.

    To modify the create standard change request agentic workflow, duplicate it, and adjust the settings according to your requirements. The create standard change request agentic workflow doesn’t have a trigger and is invoked manually.

    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    AI agent used in the create standard change request agentic workflow

    You can access the standard change template recommender AI agent in the Define key requirements screen by scrolling to the Add AI agents that can perform these steps section. When a user asks for help in the ServiceNow Otto panel to create a change request of type standard, the agent retrieves historical template data from previous change requests. By analyzing this data, it suggests suitable templates that closely match the user’s current scenario. Then, it generates links for users to create change records based on these suggested templates. If a user asks for help with creating a normal or emergency change request, then the agent generates a link directly to create a normal or emergency change request.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

    Use the create standard change request agentic workflow

    1. Review the information in the Define key requirements screen and in the Define trigger screen, make the necessary updates, and then select Save and Continue.
    2. In the Select 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.

      The agent executes the request for the workflow.

      Figure 1. Example of the create standard change request agentic workflow output in the ServiceNow®AI Agent Studio
      Create standard change request agentic workflow output in ServiceNowAI Agent Studio.
    4. Access and use the create standard change request agentic workflow from the ServiceNow Otto panel.
      You can query in the ServiceNow Otto panel to create a change request. For the query instructions, read the steps specified in the List of steps field of the corresponding AI agent (standard change template recommender AI agent).
      Figure 2. Example of the create standard change request agentic workflow output in the ServiceNow Otto panel
      Create standard change request agentic workflow output in the ServiceNow Otto panel.