Incident routing configuration AI agent

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

    • This AI agent creates, modifies, and deactivates assignment rules for incident routing.

    Workflow

    The agent provides end-to-end support, from rule activation and AI recommendations to manual rule creation and bulk changes, with a staged commit workflow that lets users preview before applying.
    1. Greet and retrieve configuration status.
    2. Display best practices.
    3. Set up business rules if none are active.
    4. Set up assignment rules if none are active.
    5. Review and confirm with the user.
    6. Commit changes.
    7. Gather routing preferences from the user.
    8. Generate and display routing recommendations.
    9. Handle user selection and changes.
    10. Preview and commit changes, if approved.
    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
    Generative AI skill
    Incident Routing Rule Recommender
    Scripts
    Payload Manager
    Text to encoded query for incident routing agent
    Flow action
    Preview tool action
    Agent roles (ACLs) admin
    Data access roles 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

    Not applicable.

    Learn more about IT Service Management at IT Service Management .