---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Create an external AI agent

# Create an external AI agent {#ariaid-title1}

Release version: Australia  
Updated October 16, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read  
Create external AI agents in AI Agent Studio to connect the ServiceNow AI Platform with third-party agentic AI providers.

## Before you begin

Role required: sn_aia.admin

## Procedure

1. Navigate to AllAI Agent StudioHomeCreate new agentic solution and select New AI agent for a task.
2. On the New AI Agent pop-up, select Create an external agent instead.
3. Discover and select an external AI agent through a provider.
   1. On the New external AI agent form, select an AI agent provider from the Provider drop-down or add a provider.  
      If you select Add new provider, fill in the fields and select Add. {#create-a2a-agent-new__table_qxh_1cf_kkc__entry__2}

      | Field | Description |
      |-|-|
      | Name | Name of the agentic AI provider. |
      | Discovery type | The way ServiceNow locates the agent card. Note: Well-Known URI / Direct Configuration is currently supported. |
      | Agent card URL | The URL that points to the external AI agent's Agent Card. The URL should include `.well_known/agent_json`. |
      [Table 1. Add provider form fields]

      {#create-a2a-agent-new__table_qxh_1cf_kkc}{#create-a2a-agent-new__table_qxh_advanced_kkc__entry__2}

      | Field | Description |
      |-|-|
      | Connection and credential alias | Credentials to access your external AI agent's Agent Card. You can select an existing alias or create one. |
      | Select Subflow | Subflow that establishes Agent2Agent protocol. The default subflow should handle the majority of cases, but you can also create your own. |
      [Table 2. Advanced settings fields]

      {#create-a2a-agent-new__table_qxh_advanced_kkc}  
      Note:  
      Additionally, you can view and edit the provider details by selecting View provider details.
   2. Select Discover external AI agent to validate the connection to your external agent.  
      If discovery is successful, the name of your agent and the version number are added to the page.
   3. Select the name of the agent to verify the Basic info and Agent card details.  
      * The Basic info tab contains the Name, Version, Description, Skills, and Agent details.
      * The Agent card tab shows the entire JSON for the agent.
      {#create-a2a-agent-new__ul_llx_s3f_kkc}
   4. Select Save and continue.

   {#create-a2a-agent-new__substeps_b2n_m1f_kkc}  
   The guided setup for the selected external AI agent is now available.
4. Describe and instruct the external AI agent by adding details for how it fits in the ServiceNow agentic system.  
   Describe your external AI agent with a name and description. You must also select the communication mode for the external AI agent along with the subflow. You can leave your external AI agent description as it is, or
   you can add a longer description to help differentiate the agent from other external AI agents. This helps enable the external AI Agent Orchestrator to use your external AI agent more effectively.
   1. Verify the Name and Description to summarize the main intention of the external AI agent.  
      Note:  
      If the name and description aren't clear or correct, the Orchestrator won't know when or how to use the external AI agent.
   2. Set your communication mode under Communication mode to one of the following:  
      * Synchronous: ServiceNow exchanges data with the external AI agent in real time and waits for an immediate response. The synchronous mode is selected by default.
      * Asynchronous: ServiceNow exchanges data with the external AI agent and continues processing without waiting for an immediate response.  
        Note:  
        Asynchronous connection involves communication where the sender and receiver don't have to be active simultaneously unlike the synchronous communication mode.

        To establish asynchronous
        connection, you must obtain a callback URL for push notifications to function. Once you have obtained a callback URL, you must create a record on the External Agent Callback Registries
        \[sn_aia_external_agent_callback_registry\] table. Go to the table, select New, and enter the callback URL. Save the record.

        After saving the record, a Connection
        \& Credential Alias \[sys_alias\] record is created for you. To add authentication, you can open the Connection record associated with the sys_alias record and add a credential to the
        Credential field. When the record is created, you can go back to the External Agent Callback Registry record you created and select Verify URL
        to test that the connection works as expected.

      {#create-a2a-agent-new__ul_gry_12n_kkc}  
      Note:  
      Some agents don't support asynchronous communication.
   3. Select a subflow under Advanced settings.  
      You can use the default subflow, External AI Agent Card - A2A Protocol, an existing subflow from the Select subflow drop-down, or a new subflow you create. The default subflow works for most cases.
   {#create-a2a-agent-new__substeps_u5q_lln_kkc}
5. Add authentication for an external AI agent using the connection and credential alias.  
   Choose which credentials access your external AI agent's execution endpoint. You can select an existing alias or create one. If you create one, a modal displays with options for configuring an OAuth or API Key authentication.  
   Note:  
   For more information about the API Key credential, see [A2A API Key credential behavior](https://www.servicenow.com/docs/akCVhFGEjUnkPQyUNFoMHw "Starting in Now Assist AI Agents 7.1.x, the header included in each A2A request is driven by the API Key credential record and it is not injected automatically by the flow action.").
6. Configure access control lists (ACLs) for the external AI agent.  
   Note:  
   The ACLs determine who has access to discover and execute the AI agent. To learn more about the ACLs you can create in AI Agent Studio and how to add more advanced security configurations, see [Implement access control in AI Agent Studio](https://www.servicenow.com/docs/4632C_BpTXjste_glQl_fg "Implement security in AI Agent Studio through access control lists (ACLs), user identities, and role filtering.").  
   Important:  
   This is a required step. If you have previously configured an external AI agent without creating an ACL, you must generate an ACL before you can make other modifications.
   {#create-a2a-agent-new__table_ykn_x4g_kkc__entry__2}

   | Field | Description |
   |-|-|
   | User access | The type of users whose access for the AI agent is defined by the following options: * Any authenticated user: Any user who is logged in can access the external AI agent. * Users with specific roles: Users that have at least one of the roles assigned to them can access the external AI agent. This option is the default. Note: If a user doesn't have access to an external AI agent or if the user doesn't have access to at least one of the external AI agents in the respective agentic workflow execution, then the whole execution aborts before the first external AI agent is initiated. * Public: Any user can access the external AI agent even without logging in. Use this option only when you want guests to be able to access the external AI agent. Note: Understand that this configuration should be used sparingly and only when needed. {#create-a2a-agent-new__ul_h4v_b3r_hgc} |
   | Role | Assign one or more specific roles from the drop-down menu. Note: Selecting the role is possible only when you chose the Users with specific roles user access. |
   [Table 3. Define who can access the external AI agent]

   {#create-a2a-agent-new__table_ykn_x4g_kkc} {#create-a2a-agent-new__security-controls-external-ai-agent}
{#create-a2a-agent-new__security-controls-external-ai-agent}
7. Select a display channel where your external AI agent can be discovered.  
   * ServiceNow Otto panel: Users can discover and invoke this external AI agent from the ServiceNow Otto panel.
   * ServiceNow Otto chat assistants: Users can discover and invoke this external AI agent from the chat assistant.
   {#create-a2a-agent-new__ul_ltv_nxj_kkc}  
   Note:  
   Both the display options are turned off by default. Choose one or both as the channel display for your external AI agent.
8. Communicate the external AI agent's process to users.  
   * Context for the messages: Describe what your external agent is set to do.
   * In-progress message: Choose processing messages to display to the user when the external AI agent is executing.

     For example, `Initiating AI agent` or `Processing
     record details`, or `An AI agent is looking into the request`.
   * Completion message: Provide a completion message to display to the user when an external AI agent is done executing.

     For example: `Identified next steps` or
     `Processed the record details`.
   * Select Generate messages.
   {#create-a2a-agent-new__ul_bdj_vyj_kkc}
9. Select Activate.

## Result

Your external AI agent is configured with the context necessary for it to be used by the external AI Agent Orchestrator. It has the required information to accomplish its intended tasks.

## What to do next

You can [test your AI agent on a record manually](https://www.servicenow.com/docs/SyWGZyDlSJheAEuP2QA5ig "Manually test an AI agent or agentic workflow to verify it functions as defined and achieves the desired objectives.") to see an example execution. You can also [create an automated agentic evaluation to test the AI agent over repeated interactions](https://www.servicenow.com/docs/6oEGeJ1f7OzAZUFqL17X9g "Evaluate your agentic AI asset's performance against defined scenarios to identify issues and opportunities for improvement."). Automated evaluations can recommend specific optimizations if the LLM judges find underlying
patterns for low success rates.  
Activate your AI agent and make it ready for use by selecting Activate.  
Note:  
The status of the external AI agent is shown as Inactive until it is activated.

*[\>]: and then