---
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 template suggestion AI agent (autonomous)

# Change template suggestion 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 template suggestion AI agent (autonomous)

The Change template suggestion AI agent is an autonomous tool designed to assist ServiceNow customers by automatically identifying the most relevant change template and model for new change requests.
It does so by analyzing the details of the change request and comparing them against your organization's available templates and historical change data.
This agent operates as part of the Create change request workflow, enhancing accuracy and efficiency in change management processes.
Show full answer Show less  

## Key Features

* **Autonomous Template Selection:** The agent retrieves the full inventory of change templates and models, applies large language model (LLM) judgment to match the best-fit template based on request details, and returns this selection to the parent agent.
* **Fallback Semantic Search:** If no template meets the confidence threshold, the agent performs a semantic search over past change requests from the user's assignment group, ranking results by past usage frequency and relevance to identify the best candidate template.
* **Configurable Access Controls:** Administrators can enable third-party AI agents and AI specialists to access and configure the agent, with settings controlled via specific fields in the AI Agent configs table.
* **Long-Term Memory Option:** There is an optional feature to enable long-term memory, allowing the agent to use all previous user interactions as context for improved recommendations.
* **Role-Based Access:** Access to the agent and its data is governed by specific user roles such as itil and snchangewrite, ensuring appropriate security and permissions management.
* **Integration and Extensibility:** The agent can be enabled in the ServiceNow Otto panel and used within agentic workflows to streamline change request creation.

## Practical Benefits for ServiceNow Customers

* Speeds up the change request process by automatically suggesting the most appropriate change templates, reducing manual effort.
* Improves consistency and relevance of change templates applied, leveraging historical data and advanced AI judgment.
* Supports customization and control through configuration options and role-based access to fit organizational policies.
* Enhances change management accuracy and governance within IT Service Management workflows.  
This AI agent identifies the most relevant change template and model for new change requests by analyzing request details and comparing them against available templates and historical data.

## Workflow {#itsm-change-template-suggestion-ai-agent-auto__change-ai-template-suggestion-autonomous-section}

This autonomous AI agent runs as part of the Create change request agent. The agent analyzes change request details and automatically selects the most appropriate change template and model
from your organization's inventory.{#itsm-change-template-suggestion-ai-agent-auto__change-template-suggestion-overview-1}  
1. Autonomously retrieve the complete inventory of available change templates and models.
2. Analyze the change request details provided by the parent Create change request agent.
3. Apply large language model judgment to identify candidate templates based on relevance to the change request.
4. If a template with sufficient confidence is identified, autonomously select it as the best-fit template and return it to the parent agent.
5. If no template meets the confidence threshold, autonomously perform semantic search over past change requests created by members of the user's assignment group.
6. Rank semantic search results by combining two factors: frequency of past use and relevance to the current request, weighting each factor roughly equally.
7. Return the best-fit template identified through semantic search to the parent agent.  
{#itsm-change-template-suggestion-ai-agent-auto__change-ai-template-suggestion-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 :   Get change models and templates :   Get template/model recommendation from Similar Changes from the assignment group |
| 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 | Create a change request AI agent |
[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).