Record field value prediction AI agent

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

    • This AI agent can predict fields for an incoming record.

    Workflow

    The agent can also provide a summary and justification of the field predictions.
    1. Get the record details.
    2. Using the table and sys_id, determine if the task is ready to be processed.
    3. With the user's input, use the Predict fields for a record or config tool to predict fields.
    4. Predict fields on related list records only if a potential related list name is found.
    5. Show predictions to the user.
    6. Justify predicted fields if asked.
    7. Update the record with predicted fields.
    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
    Get issue readiness state
    Get Related List Records
    Get Related Lists
    Get Similar Records
    Get the record metadata
    Predict fields for a record or config
    Save activity notes
    Summarize and Justify
    Update record details
    Agent roles (ACLs) sn_uxc_gen_ai.platform_ai_field_predictor
    Data access roles sn_uxc_gen_ai.platform_ai_field_predictor, itil, sn_hr_core.case_writer, sn_lg_ops.request_fulfiller
    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 legal requests
    • Predict service and transfer HR Cases
    • Classify tasks
    • Universal Request Router