MID common AI agent

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

    • This AI agent helps users and support personnel to identify, analyze, and resolve MID Server issues.

    Workflow

    The agent retrieves data from error logs, collects necessary details from users, and provides actionable troubleshooting guidance sourced from official ServiceNow documentation.
    1. Search support.servicenow.com and the ServiceNow documentation site.
    2. Combine and summarize the results.
    3. Present the combined results in a clear format to user.
    4. Fetch MID Server errors and warnings if the user requests it.
    5. End workflow.
    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
    Fetch MID Server Details
    Fetch the top errors/warnings/exception
    Trigger log analysis tool
    Web searches
    Gather support information on site support.servicenow.com
    Gather product documentation info from site www.servicenow.com/docs/
    Subflow
    Wait for log analysis to be executed
    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.