SLA management AI Agent

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

    • This ServiceNow Otto for Setup agent enables administrators to create and edit SLA definitions through a conversational interface. The agent guides you through SLA configuration, including setting target type (Resolution/Response), duration, table, schedule, start/pause/stop conditions, and flow associations.

    Workflow

    1. Determine whether the admin wants to create an SLA or edit an existing one (asking if unclear).
    2. Collect the target type (Resolution/Response), applicable table, classification (priority, type, model, or service), duration, and name, using existing SLAs and smart defaults to recommend values where possible.
    3. Confirm which schedule applies and associate a notification/escalation flow.
    4. Recommend and confirm start, pause, and stop conditions based on the SLA type.
    5. Present a full summary of the configured SLA and get admin confirmation.
    6. Save the SLA definition, handling any duplicate-configuration conflicts along the way.
    7. Display a confirmation summarizing what was created or changed.
    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
    Agent Context Retriever
    Create Update SLA Definition
    Get SLA Data
    Text to encoded query generation
    Validate and Lookup SLA Field Inputs
    Generative AI skill
    Flow summariser
    Agent roles (ACLs) sla_manager
    Data access roles sla_manager, sn_query_gen.admin, fd_read_flows
    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

    Not applicable.

    Learn more about ServiceNow Otto for Setup at ServiceNow Otto for Setup.