IT Service Management AI agent collection create outages for a 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 outages for a change request

    Thecreate outages for a change request agentic workflowenables users to associate outages with change requests quickly and intuitively using ServiceNow's Otto conversational panel. It automates the creation of outage records linked to change requests, streamlining outage management within IT Service Management processes.

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    This workflow examines the change request to check for existing linked outages. If none exist, it uses planned start and end dates from the change request or prompts the user to provide these dates. It then creates an outage record and attaches any related configuration items (CIs). If an impacted service is associated with the change, the workflow asks whether to link that service to the affected CIs in the outage record.

    Key Features

    • Conversational Interface: Users interact via the ServiceNow Otto panel to create outages seamlessly.
    • Automated Data Retrieval: Automatically fetches planned dates from the change request or requests user input if missing.
    • CI and Service Association: Attaches affected configuration items and optionally links impacted services to outages.
    • AI Agent Integration: Utilizes the change outage assistant AI agent to assist in creating outage records based on impacted CIs.
    • Customizable Workflow: Administrators can duplicate and modify the workflow to suit organizational needs.
    • Role-Based Access: Accessible by users with the itil role to maintain security and proper governance.
    • Autonomous Triggering: The AI agent triggers automatically when the workflow is active.

    Using the Workflow

    • Access the workflow via All > AI Agent Studio > Create and manage and select Create outages for a change request.
    • Enable the workflow by turning on the Active button in the Edit trigger form.
    • Configure the AI agent’s availability by ensuring its status is enabled.
    • Use the Otto panel to query by change request number and follow guided steps from the AI agent to create outage records.
    • Optionally, enable the Display option to add the Otto panel icon to the menu bar for easy access.

    Benefits for ServiceNow Customers

    This workflow simplifies and accelerates the process of associating outages with change requests, improving accuracy and reducing manual effort. The conversational approach via the Otto panel provides an intuitive user experience, while AI integration ensures relevant data is properly linked. Customers can expect streamlined outage management, better change coordination, and enhanced visibility into impacted services and configuration items.

    Use the create outages for a change request agentic workflow so users can associate outages with a change request easily in a conversational and intuitive way.

    Create outages for a change request agentic workflow overview

    The create outages for a change request agentic workflow lets users quickly create outages for a change request from the ServiceNow Otto panel.

    The workflow first examines the current change record to determine if any outages are already linked to it. If no outages are found, it retrieves the planned start and end dates from the change request. In cases where these dates aren’t specified in the change request, the workflow prompts the user to input the necessary dates. Next, the workflow creates an outage record for the change request. If a configuration item (CI) is present, it attaches the affected CIs to the outage record. The workflow then checks whether there’s an impacted service associated with the change record. If a service exists, it asks the user if the impacted service should be linked to the affected configuration items within the outage record. This conversational and automated approach helps streamline the process, enabling users to associate outages with change requests while recording relevant data.

    To modify the create outages for a change request agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Note:
    The workflow can be accessed by the itil role.
    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Create outages for a change request.
    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 outages for a change request agentic workflow

    You can access the change outage assistant AI agent in the Define key requirements screen by scrolling to the Add AI agents that can perform these steps section. The change outage assistant AI agent assists users in creating outages for change records. The agent creates outage records for the change request based on the CIs that are as being impacted by the 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 outages for a change request agentic workflow

    1. Review the information in the Define key requirements screen and 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 outages for a change request agentic workflow output in ServiceNow®AI Agent Studio
      Create outages for a change request agentic workflow output in ServiceNowAI Agent Studio.
    4. Access and use the create outages for a change request agentic workflow from the ServiceNow Otto panel.

      You can query in the ServiceNow Otto panel with the change request number. For the query instructions, read the steps specified in the List of steps field of the corresponding AI agent (change outage assistant AI agent).

      Figure 2. Example of the create outages for a change request agentic workflow output in the ServiceNow Otto panel
      Create outages for a change request agentic workflow output in the ServiceNow Otto panel.