CI form contextual help AI agent

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

    • CI form contextual help AI agent helps users by answering questions about CI attributes and classes. It guides them through CI forms, dashboards, home pages, and other views on the workspace.

    Workflow

    The agent helps users complete tasks related to CI form contextual help.
    1. Greet user or ask if they want to continue a previous conversation.
    2. Perform search and answer user questions.
    3. Close conversation only if user indicates they are completely done.
    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
    Get Page Context
    Generative AI skill
    Search product documentation
    Agent roles (ACLs) sn_cmdb_user
    Data access roles sn_cmdb_user
    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

    Show contextual CI form help

    Learn more about Configuration Management Database (CMDB) at Configuration Management Database (CMDB).