Change quality assessor AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent provides suggestions to improve inputs for a change form.

    Workflow

    The agent assesses the quality of data in a change request and provides suggestions to improve the data.
    1. Gather change request data from the provided change request number.
    2. Find similar change requests.
    3. Rate the value of the data in the change request.
    4. Display the quality summary.
    5. Update the fields that the user specifies.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Scripts
    Display quality summary
    Get All Change Request Data
    Get Similar Change Requests
    Record the quality summary of the Change Request
    Set Change Field
    Set Change Work Note
    Set chosen Change Fields
    Agent roles (ACLs) sn_itsm_aia.sn_aia_chg_quality
    Data access roles itil, sn_change_write
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Assess quality of a Change Request

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