MID network AI agent

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

    • This AI agent helps administrators and support personnel diagnose and resolve MID Server connectivity issues in a ServiceNow instance.

    Workflow

    The agent scope is strictly limited to MID Server and instance connectivity. It does not troubleshoot MID connections to other devices or systems.
    1. Inform the user that the MID Server must be able to connect to the ServiceNow instance URL for it to function properly.
    2. Retrieve the current ServiceNow instance URL, if it is not already known, and prompt the user to select the operating system of the MID host.
    3. Work with the user to determine whether there is any issue with connectivity to the instance, one command at a time.
    4. When Test Network Reachability has passed, validate the user credentials and test connectivity.
    5. If Test Network Reachability fails, check firewall settings.
    6. Guide the user to validate OCSP connectivity and whether OCSP checks work for the URL.
    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
    Get instance url
    Agent roles (ACLs) sn_itom_mid_grdn.admin
    Data access roles sn_itom_mid_grdn.admin
    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

    MID Guardian

    Learn more about MID Server management in MID Server.