Change conflict assessor AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 2 minutes to read

    • This AI agent can assess conflicts for changes. This includes checking mandatory fields and trigger conflict detection, and updating worknotes.

    Workflow

    The agent shows users a summary of conflicts and impacted services and CIs.
    1. Use the Get Change request information tool to retrieve information for the change request.
    2. Check the change request for the configuration item field.
    3. Check the change request for the planned start date and planned end date fields.
    4. Show these values to the user.
    5. Verify whether a conflict check has run for the change request. If yes, ask the user if they want to run it again. If no, then run it without asking.
    6. Use the Get list of conflicts for the Change Request group by conflict type tool to find conflicts related to the change request.
    7. Show results to the user.
    8. Update worknotes if the user approves.
    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
    Check if conflict check has run for the Change
    Display Change's configuration item and planned start date and planned end date
    Display conflicts summary
    Display impacted services/CIs summary
    Get Change request information
    Get list of conflicts for the Change Request group by conflict type
    Get list of impacted services/CIs for the Change Request
    Run conflict detection for the Change Request with timeout
    Set Change Work Note
    Update Change request's planned start date and planned end date
    Agent roles (ACLs) sn_itsm_aia.sn_aia_chg_conflict
    Data access roles itil, sn_change_write
    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

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Assess conflicts for a change request

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