--- 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 --- # Change CI suggestion AI agent (latest) # Change CI suggestion AI agent (latest) {#ariaid-title1} Release version: Australia Updated September 1, 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 Change CI suggestion AI agent (latest) The Change CI suggestion AI agent is designed to autonomously identify and populate both the primary configuration item (CI) and affected configuration items on a change request. This eliminates the need for multiple user interactions, streamlining the change management process. It is available starting with the Australia Patch 5 release and requires ServiceNow Otto for IT Service Management (ITSM) version 17.1.2 or later. Show full answer Show less ## Workflow * Retrieves the current change request number from the active record or user input. * Extracts change request context from its field values. * Analyzes change details to identify candidate primary and affected CIs. * Presents candidate CIs to the user for selection. * Automatically updates the change request with user-selected primary and affected CIs. ## Configuration and Access The AI agent includes configurable settings accessible via the AI Agent configs \[snaiaagentconfig\] table: * **Allow third party to access:** Disabled by default; enables third-party AI agents to use this agent. * **Allow AI specialists to access:** Disabled by default; when enabled, provides AI specialists with additional configuration options for mapping inputs and responses. * **Manage long-term memory:** Disabled by default; when enabled, uses previous user interactions as context for the language model. ## Tools and Scripts The agent includes scripts for context retrieval, fetching and associating configuration items to changes, and updating primary CIs on change requests, ensuring comprehensive automation of CI suggestions. ## User Roles and Data Access * Access is limited to users with **itil** , **snchangewrite** , and **cmdbread** roles. * The **snchangewrite** role requires the dependency plugin `com.snc.itsm.roles.changemanagement` to be active. ## Additional Details * No default triggers are defined, but administrators can specify triggers as needed. * The AI agent can be enabled for use within the ServiceNow Otto panel. * It is not used in agentic workflows. This AI agent empowers ServiceNow customers to automate and simplify the task of identifying relevant configuration items within change requests, improving accuracy and efficiency in change management processes. This AI agent autonomously identifies and populates both the primary configuration item (CI) and affected configuration items on a change request without requiring multiple user interactions. Note: Available starting with the Australia Patch 5 release. Requires ServiceNow Otto for IT Service Management (ITSM) v17.1.2 or later. ## Workflow {#itsm-change-ci-suggestion-ai-agent-auto__change-ai-ci-suggestion-autonomous-workflow} 1. Get the current Change Request number from the active change record or from the use input. 2. Retrieve the change request context from its field values. 3. Analyze the change details to identify the Primary CI and Affected CI candidates. 4. Present the candidate CIs list to user for identifying a suitable Primary CI or Affected CIs. 5. Automatically update the change request record with the user-selected primary CI and affected CIs. {#itsm-change-ci-suggestion-ai-agent-auto__change-ai-ci-suggestion-autonomous-workflow__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 : Get context : Get configuration items for change : Get configuration items for change based on user input : Associate configuration items to change : Check primary CI on change : Update primary CI on change | | Allowed user roles The specific user roles that can access this AI agent. | itil, sn_change_write, cmdb_read The sn_change_write only applies when the dependency plugin com.snc.itsm.roles.change_management is active. | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | itil, sn_change_write, cmdb_read The sn_change_write only applies when the dependency plugin com.snc.itsm.roles.change_management is active. | | 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 | Not applicable. | [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).