---
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


---

# Create change request AI agent (autonomous)

# Create change request AI agent (autonomous) {#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 Create change request AI agent (autonomous)

The Create change request AI agent automates the creation of structured change requests from conversational user input.
It autonomously selects the most appropriate change model and template to draft change requests without requiring additional user confirmation or follow-up.
This agent streamlines change management by efficiently generating change requests based on detailed user descriptions.
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## Workflow

* The workflow initiates when a user selects the "Create with otto" action from the change request list.
* The agent prompts the user to provide a detailed, single-message description of the change, including affected configuration items, schedule, implementation details, and more.
* It autonomously drafts the change request using the description and delegates to the "Change template suggestion agent" to select the best-fit change template and model.
* If no suitable template is found with sufficient confidence, the agent performs a semantic search of past change requests within the user's assignment group to identify the most relevant template based on frequency and relevance.
* The agent presents a summary of the proposed change request with fields automatically populated for user review.
* The user can provide additional information or approve the agent to proceed.
* Upon approval, the agent creates the changerequest record and returns the record number with a link to the created change request.

## Configuration and Settings

* **Third-party access:** Can be enabled to allow third-party AI agents to use this agent (disabled by default).
* **AI specialist access:** When enabled (true by default), AI specialists have more configuration options for mapping inputs and response templates.
* **Long-term memory:** Optionally enabled to use previous user interactions as context for the language model; disabled by default.

## Tools and Sub-agents

* Includes scripts for resolving primary Configuration Items (CIs), assignment groups, retrieving change request columns, placeholders from templates, creating new change requests, and setting worknotes.
* Delegates to a child agent ("Change template suggestion agent") for autonomous template and model selection.

## Access and Roles

* Accessible to users with roles **itil** and **snchangewrite** (the latter requires the Change Management plugin).
* Data access also governed by these roles to determine available data and permissible actions.

## Channels and Usage

The AI agent is enabled for use via the ServiceNow Otto panel, enhancing user interaction for change request creation. It does not currently support agentic workflows or automatic triggers but can be configured by administrators as needed.

## Benefits for ServiceNow Customers

* Accelerates change request creation by converting conversational input into structured records autonomously.
* Ensures appropriate change templates and models are applied, improving accuracy and consistency.
* Reduces manual effort and errors by leveraging historical data and semantic search when templates are uncertain.
* Provides a user-friendly review step before final creation, maintaining control and flexibility.  
This AI agent creates structured change requests from conversational input by autonomously selecting the appropriate change model and template.

## Workflow {#itsm-change-create-change-ai-agent-auto__change-ai-create-change-workflow-autonomous-section}

1. Initiate the workflow when the user selects the Create with otto action from the change request list.
2. Request the user to describe the change in a single message, including all available details such as affected configuration items, proposed schedule, implementation details, and so on.
3. Autonomously draft the change request from the user-provided description without requesting additional confirmation or follow-up information.
4. Delegate to the change template and model suggestion child agent (Change template suggestion agent) to autonomously select the best-fit change template and model from the available inventory.
5. If no template matches with sufficient confidence, apply semantic search over past change requests from the user's assignment group. Identify the most relevant template based on frequency and relevance.
6. Provide a summary of the change request proposed with fields automatically populated from the user's input and selected template.
7. User reviews the proposed change request details and either provides additional information or tells the agent to proceed.
8. Create the change_request record and return the created change request record number with a link to the record.  
{#itsm-change-create-change-ai-agent-auto__change-ai-create-change-workflow-autonomous-section__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 (true) 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 :   Resolve Primary CI before Change creation :   Resolve Assignment Group before Change creation :   Get change request columns :   Get Place holder fields and values from change templates :   Create new change request :   Set worknote on Change request Sub-agents :   Change template suggestion agent (child agent hand-off) |
| Allowed user roles The specific user roles that can access this AI agent. | itil, sn_change_write 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 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).