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

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    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 Create Outages for a Change Request

    The create outages for a change request agentic workflow allows users to effortlessly associate outages with change requests through a conversational interface in the Now Assist panel. This workflow enhances efficiency by automatically checking for existing outages linked to a change request, retrieving planned dates, and creating outage records as needed.

    Show full answer Show less

    Key Features

    • Automated Workflow: The workflow first checks for existing outages and retrieves or prompts for necessary dates if they are missing.
    • CI Integration: If a configuration item (CI) is identified, it gets attached to the outage record.
    • Service Association: The workflow can link impacted services to affected CIs based on user input.
    • Customizability: Users can duplicate and modify the workflow settings to meet specific requirements.
    • AI Agent Usage: The change outage assistant AI agent facilitates the creation of outage records based on impacted CIs.

    Key Outcomes

    By utilizing this workflow, ServiceNow customers can streamline the process of creating outage records linked to change requests, ensuring accurate data capture and efficient service management. The AI agent's active status must be enabled for optimal functionality, and users can access the feature via the Now Assist panel using change request numbers.

    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 Now Assist 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 Now Assist 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 Now Assist panel.

      You can query in the Now Assist 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 Now Assist panel
      Create outages for a change request agentic workflow output in the Now Assist panel.