Change backout plan AI agent

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

    • This AI agent creates a backout plan for a provided change request.

    Workflow

    The agent collaborates with the user to create a step-by-step backout plan, revising it based on feedback.
    1. Fetch change request details.
    2. Search for similar past change requests.
    3. If no similar past change data is available, ask the user: No similar past change requests were found. Would you like to proceed with generating a backout plan based on best practices?
    4. If the user agrees to proceed, continue to the next step; otherwise, stop execution.
    5. Generate a draft backout plan based on either the retrieved similar change requests or best practices.
    6. Revise the backout plan based on the user’s feedback.
    7. Once the backout plan is approved by the user, update the change request record with the final version of the plan.
    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
    Update backout plan to change request
    Agent roles (ACLs) itil
    Data access roles itil
    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

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Not applicable.

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