--- 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 request plans AI agent (autonomous) # Change request plans 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 Change request plans AI agent (autonomous) The Change request plans AI agent (autonomous) automatically drafts change plan fields during the readiness phase of change management. It operates based on resolved change policies to ensure consistent, policy-compliant content generation without requiring manual user input. This version is available starting with Zurich Patch 12, Australia Patch 5, and later releases, replacing earlier versions of the agent. Show full answer Show less ## How it Works * Retrieves the change request record and associated change policy documents autonomously. * Resolves the applicable change policy by first matching the change model (chgmodel) to policy definitions; if no match, it falls back to matching the change type (chgtype). * If a policy document is found, it identifies specific plan fields to populate based on the **POLICYEXTRACTIONKEYS** schema and generates content aligned with policy requirements. * If no policy document is available, it applies default logic to draft key plan fields including Implementation plan, Backout plan, Test plan, Justification, and Risk and impact analysis. * Updates the change request with the populated plan fields and provides a confirmation message to the user. ## Configuration and Access * **Third-party access:** Can be enabled or disabled to allow external AI agents to use this agent (default is disabled). * **AI specialist access:** When enabled, AI specialists have additional configuration capabilities such as mapping inputs and response templates (default is disabled). * **Long-term memory:** Optionally enabled to use previous user interactions as context for the AI model (default is disabled). * These settings are managed through the *AI Agent configs \[snaiaagentconfig\]* table and system properties. ## User Roles and Permissions Access to this AI agent is restricted to users with the **itil** or **snchangewrite** roles. The **snchangewrite** role requires the *com.snc.itsm.roles.changemanagement* plugin to be active. These roles also govern data access and permitted actions by the agent. ## Tools and Integration The agent leverages several scripts to manage its workflow, including fetching change request data, retrieving quality policy documents, and updating change request plans. It can be integrated with the ServiceNow Otto AI panel for streamlined use. ## Practical Benefits for ServiceNow Customers * Ensures consistent and policy-aligned drafting of change plans, reducing manual effort and errors in the readiness phase. * Supports compliance by strictly following resolved change policies or applying default logic when policies are unavailable. * Streamlines change management processes by autonomously updating change requests and notifying users promptly. * Configurable access and specialist options provide flexibility for organizations to tailor agent use according to governance needs. This AI agent autonomously drafts change plan fields during the readiness phase. Field population is governed by a resolved change policy to ensure consistent behavior without requiring user input. Note: This version of the AI agent is available on Zurich Patch 12, Australia Patch 5, and later releases, and replaces the earlier version of the agent. If you're using an earlier release, see [Change request plans AI agent](https://www.servicenow.com/docs/5pggzDk~Qyy6WoJHHuO1Hw "This AI agent helps change owners and approvers by drafting high-quality, context-aware change request content."). ## Workflow {#itsm-change-request-plans-ai-agent-auto__change-ai-policy-driven-planning-autonomous-section} 1. Autonomously retrieve the change request record and all available change policy documents. 2. Resolve the applicable change policy by matching the change model field (chg_model) against available policy definitions. 3. If no policy matches on change model, autonomously fall back to matching the change type field (chg_type) against policy definitions. 4. Determine whether a policy document is available for the resolved policy. 5. If a policy document is available, autonomously identify the plan fields defined in the POLICY_EXTRACTION_KEYS schema. 6. Populate only the identified plan fields with content generated based on the policy requirements. 7. If no policy document is available, autonomously apply default field-population logic to draft all plan fields: Implementation plan, Backout plan, Test plan, Justification, and Risk and impact analysis. 8. Update the change request with populated plan fields and return confirmation to the user in a single message. {#itsm-change-request-plans-ai-agent-auto__change-ai-policy-driven-planning-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 (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 : Generate Change request Plans : Get All Change Request Data : Get Change Quality Policy Document : Get current change request details : Update plans to change request | | 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).