---
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


---

# Categorize ITSM incident AI agent

# Categorize ITSM incident AI agent {#ariaid-title1}

Release version: Australia  
Updated August 14, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This AI agent assigns the appropriate category and subcategory to an incident.

## Workflow {#itsm-categorize-itsm-incident-ai-agent__zsmdlwierhjt}

1. Use the Fetch all data - Categorize ITSM incident AI agent tool to fetch incident details, available categories, and available subcategories.
2. Assign a category and subcategory.
3. Present the recommendation to the user.
4. Update the incident.
{#itsm-categorize-itsm-incident-ai-agent__ol_hcp_qwx_njc}  
{#itsm-categorize-itsm-incident-ai-agent__zsmdlwierhjt__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 | Scripts :   Fetch all data - Categorize ITSM incident AI agent :   Update incident |
| Allowed user roles The specific user roles that can access this AI agent. | itil |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | itsm.aia.worker access_analyzer_ai_user, actsub_user, agent_role_config_viewer, agent_workspace_user, app_service_user, canvas_user, certification, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, contact_user, data_manager_user, dependency_views, email_client_template_read, email_composer, interaction_agent, itil, knowledge, notify_view, now_assist_panel_user, one_extend_viewer, pa_viewer, platform_ml_read, prompt_library_user, role_viewer, service_status_subscriber, service_viewer, snc_internal, snc_platform_rest_api_access, snc_required_script_writer_permission, sn_ace.ace_user, sn_aia.viewer, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_bm_client.benchmark_data_viewer, sn_change_read, sn_change_write, sn_cimaf.sn_cimaf_read, sn_cmdb_user, sn_comm_management.comm_plan_viewer, sn_data_kit.analyst, sn_dex_desktop.notification_template_admin, sn_diagram_builder.db_read, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_incident_read, sn_incident_write, sn_itam_recomm.recommendations_read, sn_itsm_aia.sn_aia_chg_conflict, sn_itsm_aia.sn_aia_chg_quality, sn_itsm_aia.sn_aia_chg_schedule, sn_itsm_contact_query, sn_mcp_client.viewer, sn_nb_action.next_best_action_user, sn_nowassist_admin.user, sn_now_canvas_ai.interactive_view_user, sn_pren.experience_issue_read, sn_problem_read, sn_problem_write, sn_prompt_assist.prompt_developer, sn_publications_recipients_list_user, sn_publications_recipients_user, sn_query_gen.user, sn_reacf.sn_remedial_action_read, sn_request_approver_read, sn_request_read, sn_request_write, sn_skill_builder.viewer, sn_sla_definition_query, sn_sow.it_agent_dashboard_user, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_uib_collab.user, sn_uxc_gen_ai.sn_aia_sla_explain, survey_reader, task_editor, template_editor, template_read_global, tracked_file_reader, view_changer, viz_creator, workspace_user |
| 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 | Enable the AI agent for the ServiceNow Otto panel. |
| Used in agentic workflows | * ITSM Agent Zero * Triage and categorize ITSM incident |
[Table 1. Configuration]

Learn more about IT Service Management at [IT Service Management](https://www.servicenow.com/docs/access?context=r_ITServiceManagement&version=australia&pubname=australia-it-service-management&ft:locale=en-US).