Find catalog item AI agent

This AI agent identifies relevant catalog items for a given incident and adds all detected catalog item links to the incident's additional comments.

Workflow

The agent uses an input query to find relevant catalog items and adds all the related catalog item links to the incident record worknotes.

1. Find either the incident number or the incident sys_id.
2. Call the Find Catalog item and add the URLs in the additional comments tool and pass the incident number or sys_id as parameters.
3. Record the URLs in the record and end the workflow.

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 Find Catalog item and add the URLs in the additional comments
Agent roles (ACLs)	itil
Data access roles	itil, sn_service_desk_agent
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	ITSM Agent Zero

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