--- 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 --- # PagerDuty team management AI agent # PagerDuty team management AI agent {#ariaid-title1} Release version: Australia Updated September 30, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of PagerDuty team management AI agent The PagerDuty team management AI agent enables ServiceNow customers to efficiently manage PagerDuty teams within their environment. It supports creating, updating, and deleting teams, managing team membership by adding or removing users and escalation policies, and retrieving information about teams, users, and subscriptions. Show full answer Show less ## Key Features * **Team management:** Create new teams, update existing team details, and delete teams as needed. * **User and escalation policy management:** Add or remove users and escalation policies from teams to maintain accurate team configurations. * **Information retrieval:** Lookup teams by ID, list all teams, and view users and subscriptions associated with specific teams. * **Outcome reporting:** Provides feedback on actions performed, including error details if any occur. * **Configurable access controls:** Control who can use the AI agent via user roles (e.g., *sncinternal*) and enable third-party or AI specialist access through configuration settings. * **Optional long-term memory:** When enabled, the agent uses previous user interactions to provide context for large language model (LLM) responses, enhancing conversational continuity. * **Integration with tools and workflows:** Supports various flow actions such as adding/removing escalation policies or users, creating/deleting teams, and looking up information, which can be utilized in Virtual Agent or ServiceNow Otto panel assistants. ## Practical Use and Configuration ServiceNow administrators can configure the AI agent's access permissions and operational settings via the AI Agent configs table and system properties. This includes enabling or disabling access for third parties and AI specialists, and managing long-term memory for improved interaction context. The agent does not define default triggers but allows administrators to add them if desired to automate team management tasks further. ## Expected Outcomes By deploying the PagerDuty team management AI agent, customers can streamline PagerDuty team administration directly from ServiceNow, reducing manual effort and improving accuracy in team and user management. The agent's reporting ensures transparency of actions taken, facilitating error handling and auditing. This AI agent manages PagerDuty teams. It creates, updates, and deletes teams, adds and removes users and escalation policies, and looks up teams, their users, and their subscriptions. ## Workflow {#inth-pagerduty-pagerduty-team-management-ai-agent__rftqahzftwcm} The agent helps the user manage PagerDuty teams and their membership. 1. Ask the user what they want to do and collect the details the action needs, such as the team, user, or escalation policy. 2. Look up a team by ID, list teams, or list a team's users and subscriptions. 3. Create a new team or update an existing team's details. 4. Add a user to a team or remove a user from it. 5. Add an escalation policy to a team or remove it. 6. Delete a team. 7. Report the outcome to the user, including details of any error. {#inth-pagerduty-pagerduty-team-management-ai-agent__ol_kiz_hgi_yyr} {#inth-pagerduty-pagerduty-team-management-ai-agent__rftqahzftwcm__entry__2} | 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](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Flow Actions : Add Escalation Policy to Team : Add User to Team : Create Team : Delete Team : Look up Subscriptions in Team : Look up Team by ID : Look up Teams Stream : Look up Users in Team : Remove Escalation Policy from Team : Remove User from Team : Update Team | | Allowed user roles The specific user roles that can access this AI agent. | snc_internal | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | snc_internal | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] **Related topics** * [PagerDuty Spoke](https://www.servicenow.com/docs/access?context=pagerduty-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US) * [Integration Hub spokes](https://www.servicenow.com/docs/access?context=spokes-list&version=australia&pubname=australia-integrate-applications&ft:locale=en-US)