--- 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 # Change CI suggestion AI agent {#ariaid-title1} Release version: Australia Updated August 14, 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 The Change CI suggestion AI agent helps ServiceNow users efficiently identify and associate relevant configuration items (CIs) as Affected CIs to a current change request. It streamlines the process by engaging users in a guided workflow that confirms the change request, gathers CI-related details, suggests CIs, and allows users to associate selected CIs directly to the change request. Show full answer Show less ## Workflow * The AI agent extracts the current Change Request number and asks the user for confirmation to assist with CI identification. * Upon confirmation, it requests additional details about the desired configuration items. * It runs the "Get configuration items for change based on user input" tool using the user's input to generate a list of suggested CIs. * The agent presents a formatted list of CI suggestions to the user. * Based on the user's selection, it executes the "associate configuration items to change" tool to link the chosen CIs to the change request and displays the outcome. ## Configuration and Access * **Third-party access:** Can be enabled or disabled to allow external AI agents to use this AI agent (disabled by default). * **AI specialist access:** When enabled, AI specialists gain additional configuration options for mapping inputs and outputs (disabled by default). * **Long-term memory:** Optionally enables the use of previous user interactions as context for the AI, configurable via a system property (disabled by default). ## Tools and Roles * Key tools integrated with this AI agent include: **Associate configuration items to change** , **Get configuration items for change** , and **Get configuration items for change based on user input**. * Access to this AI agent is limited to users with the **itil** role and data access controlled by **itil** and **cmdbread** roles to ensure secure and appropriate data handling. ## Deployment and Usage * This AI agent can be enabled for the ServiceNow Otto panel and is designed to be used in agentic workflows to enhance change management processes. * Administrators may configure optional triggers to automate AI agent invocation. This AI agent recommends a list of relevant configuration items (CIs) that can be added as Affected CIs to the current change request. ## Workflow {#itsm-change-ci-suggestion-ai-agent__zsmdlwierhjt} 1. Extract the current Change Request number and ask the user to confirm whether to proceed: Do you need help in identifying configuration items for \`{changeRequestNumber}\`? 2. If the user confirms, proceed to the next step; otherwise end the conversation. 3. Ask the user for details about the configuration items. 4. Launch the Get configuration items tool for change based on user input tool and pass the user-provided utterance from the previous step as input. 5. Present this tool's output to the user as a formatted list of CI suggestions. 6. Based on the user's response, launch the associate configuration items to change tool and pass the selectedSysId variable as an input. 7. Display the output to the user. {#itsm-change-ci-suggestion-ai-agent__ol_hcp_qwx_njc} {#itsm-change-ci-suggestion-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 : Associate configuration items to change : Get configuration items for change : Get configuration items for change based on user input : Get context | | 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. | itil, cmdb_read | | 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 | Suggest configuration items for a change request | [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).