Record management AI agent

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

    • This AI agent can fetch, update, create a record, link a knowledge base (KB) article, and copy an attachment to a record with details provided by the user.

    Workflow

    1. Fetch the record details and display it to the user.
    2. If the user approves, do the following as needed:
      • Update the record.
      • Create a record.
      • Copy an attachment to the record.
      • Display attachment details.
      • Link a KB article to the record.
    3. Continue with the user as needed to solve the problem.
    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
    Attach Knowledge Article to Task
    Get Attachment Details
    Get Fields from Table
    Get Task Tables
    save activity notes
    Subflows
    Copy Attachment to Record
    Create the record
    Get the record meta data
    Get Related Lists
    Update the record details
    Update related records
    Agent roles (ACLs) snc_internal, sn_uxc_gen_ai.platform_ai_record_mgmt
    Data access roles sn_uxc_gen_ai.platform_ai_record_mgmt, 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

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows
    • Accelerate Complaint Case Handling
    • Process emails for tasks