--- 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 conflict assessor AI agent # Change conflict assessor 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 conflict assessor AI agent The Change conflict assessor AI agent in ServiceNow Australia release (updated August 14, 2026) automates the process of identifying and managing conflicts related to change requests. It evaluates mandatory fields, triggers conflict detection, and updates worknotes to keep change management processes efficient and transparent. Show full answer Show less ## Workflow * Retrieves change request information, including configuration item and planned start/end dates. * Checks if a conflict check has already been run; prompts the user to rerun it if applicable. * Uses tools to gather and display a summary of conflicts and impacted services/configuration items (CIs) relevant to the change request. * Upon user approval, updates change request worknotes with conflict details. ## Configuration and Access * **Third-party access:** Disabled by default; can be enabled via the AI Agent configs table to allow external AI agents to use this agent. * **AI specialists access:** Disabled by default; enabling it unlocks advanced configuration options for mapping inputs and responses. * **Long-term memory:** Disabled by default; when enabled, previous user interactions inform ongoing context for the AI. ## Tools and Capabilities The agent integrates with multiple scripts and tools to: * Check whether conflict detection has previously run for a change request. * Display change request details such as configuration items and planned dates. * Retrieve and summarize conflicts and impacted services grouped by conflict type. * Run conflict detection with timeout handling. * Update change request work notes and planned dates as needed. ## Security and Roles * **Allowed user roles:** Users with the snitsmaia.snaiachgconflict role can access the agent. * **Data access roles:** itil and snchangewrite roles define data permissions and actions the AI agent can perform. ## Usage and Integration The AI agent can be enabled for the ServiceNow Otto panel and used in agentic workflows to assess conflicts on change requests. Administrators can optionally configure triggers to automate the agent's execution. This agent helps ServiceNow customers improve change management by proactively identifying conflicts, providing clear summaries to users, and maintaining accurate change request documentation. This AI agent can assess conflicts for changes. This includes checking mandatory fields and trigger conflict detection, and updating worknotes. ## Workflow {#itsm-change-conflict-assessor-ai-agent__zsmdlwierhjt} The agent shows users a summary of conflicts and impacted services and CIs. 1. Use the Get Change request information tool to retrieve information for the change request. 2. Check the change request for the configuration item field. 3. Check the change request for the planned start date and planned end date fields. 4. Show these values to the user. 5. Verify whether a conflict check has run for the change request. If yes, ask the user if they want to run it again. If no, then run it without asking. 6. Use the Get list of conflicts for the Change Request group by conflict type tool to find conflicts related to the change request. 7. Show results to the user. 8. Update worknotes if the user approves. {#itsm-change-conflict-assessor-ai-agent__ol_hcp_qwx_njc} {#itsm-change-conflict-assessor-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 : Check if conflict check has run for the Change : Display Change's configuration item and planned start date and planned end date : Display conflicts summary : Display impacted services/CIs summary : Get Change request information : Get list of conflicts for the Change Request group by conflict type : Get list of impacted services/CIs for the Change Request : Run conflict detection for the Change Request with timeout : Set Change Work Note : Update Change request's planned start date and planned end date | | Allowed user roles The specific user roles that can access this AI agent. | sn_itsm_aia.sn_aia_chg_conflict | | 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 | | 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 | Assess conflicts 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).