Case creation AI agent

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

    • The Case creation AI agent is designed to automate and manage the end-to-end process of case creation. This agent should be invoked when a case needs to be created.

    Workflow

    The agent helps users complete tasks related to case creation.
    1. Get the source record details.
    2. Identify if the source record is a duplicated.
    3. Determine case type.
    4. Validate documents.
    5. Retrieve if the source record associated record is present.
    6. Initiate case creation process.
    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
    Script
    Create a case record
    Determine case type
    Duplicate Case Checker
    Get record details
    Update record with AI Agents execution
    Search retrieval
    Get relevant knowledge articles
    Agent roles (ACLs) sn_esm_agent
    Data access roles sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager
    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

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Triage cases

    Learn more about Customer Service Management at Customer Service Management.