Manage ticket AI voice agent

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

    • This AI voice agent assists users with managing their active incidents and requested items.

    Workflow

    The agent is capable of fetching ticket details, adding a comment to a ticket, or escalating a ticket's urgency level.
    1. Ask user to describe the ticket they want to manage.
    2. Fetch all open tickets for the user and determine the best match for the user's description.
    3. Ask user to confirm that this is the correct ticket.
    4. Once confirmed, read out ticket summary.
    5. Add a comment to the ticket and escalate as appropriate.
    6. Close conversation when user is satisfied or if an error occurs.
    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 (CURRENTLY NOT ALLOWED)
    Flow actions
    Get all active tickets
    Escalate ticket
    Get ticket details via number
    Add comment to ticket
    Agent roles (ACLs) snc_internal
    Data access roles nobody
    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 a voice assistant using Assistant Designer.
    Used in agentic workflows

    Not applicable.

    Learn more about IT Service Management at IT Service Management .