---
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


---

# Incident category configuration AI agent

# Incident category configuration AI agent {#ariaid-title1}

Release version: Australia  
Updated August 14, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
This AI agent orchestrates the complete lifecycle of incident category and subcategory configuration for the Choices \[sys_choice\] table. It supports three interaction modes: guided conversation, file upload (CSV/XLSX), and
industry-based recommendations.

## Workflow {#itsm-incident-category-configuration-ai-agent__zsmdlwierhjt}

The agent validates all inputs through dedicated validation tools, detecting duplicates, typos, and structural issues before any changes occur.

1. Greet user and ask if they want to create custom categories or see recommendations for their industry.
2. Depending on the answer, ask user for their industry.
3. Generate recommendations and present them to the user or prompt them for bulk upload.
4. Validate and add recommendations.
5. Display: What would you like to do next?
6. Continue or end workflow.
{#itsm-incident-category-configuration-ai-agent__ol_hcp_qwx_njc}  
{#itsm-incident-category-configuration-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 | Conversational topics :   Bulk Category Importer :   Validate and Process Categories Script :   Database Manager Flow action :   Trigger Canvas Preview |
| Allowed user roles The specific user roles that can access this AI agent. | admin |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | admin |
| 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 | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
| 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).