Change request plans AI agent

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

    • This AI agent helps change owners and approvers by drafting high-quality, context-aware change request content.

    Workflow

    The agent drafts implementation plans, backout plans, test plans, justifications, and risk & impact analyses.
    1. Fetch the change request details.
    2. Generate all plans.
    3. Present each plan individually, asking the user if they want to proceed.
    4. Revise draft (if feedback provided).
    5. Update change request record when approved.
    6. Continue to the next plan until finished.
    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
    Generate Change request Plans
    Get current change request details
    Update plans 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

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Generate change request plans

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