--- 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 context AI agent # Incident context 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 Incident context AI agent The Incident context AI agent in ServiceNow Australia Release is designed to assist users by answering questions related to a specific incident. It uses information from the incident record and its related records to provide accurate, read-only responses. This agent cannot modify or update any records, ensuring data integrity while delivering relevant incident context. Show full answer Show less ## Key Features * **Read-only access:** The agent retrieves and presents data without performing any write operations such as updating fields or resolving incidents. * **Incident identification:** It derives the incident number from the user's context or prompts the user to provide it. * **Information retrieval tools:** Uses tools like "Get incident details" to analyze incident data and "Search across adjacent task records using expanded query" to find related information, including system outages. * **Response validation:** Ensures the quality and relevance of the information before communicating results to the user. * **Configurable access controls:** Access to the agent can be controlled for third-party AI agents, AI specialists, and specific user roles (typically itil roles). * **Long-term memory option:** Can be enabled to use previous user interactions as context for the AI responses, improving conversational continuity. * **Integration:** Enabled for the ServiceNow Otto panel and usable within agentic workflows such as Incident Assist. ## Practical Benefits for ServiceNow Customers * Quickly gain insights into incident details and related records without manually searching multiple sources. * Maintain data security and integrity due to the agent's strictly read-only permissions. * Customize access and functionality based on organizational roles and AI specialist configurations. * Enhance support efficiency by enabling AI-assisted incident management within existing ServiceNow IT Service Management workflows. This AI agent helps users answer questions related to a given incident using information from the incident record and its related records. This agent is strictly read-only --- it can only retrieve and present information. ## Workflow {#itsm-incident-context-ai-agent__zsmdlwierhjt} The agent cannot update, modify, or perform any write operations on any records (such as adding comments, changing fields, reassigning, resolving, or closing incidents). 1. Derive incident number from user context or ask user for the number. 2. Use the Get incident details tool to analyze the incident details and rewrite the user's question by replacing references with actual details from the incident. 3. Use the Search across adjacent task records using expanded query tool to find answers that may not be directly linked to the incident itself, such as a system outage. 4. Validate the quality of information returned by the tools. 5. Communicate the results. {#itsm-incident-context-ai-agent__ol_hcp_qwx_njc} {#itsm-incident-context-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 : Extract details from related records : Get details of Incident : Get Records : Search across adjacent task records using expanded query | | Allowed user roles The specific user roles that can access this AI agent. | itil | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | itil | | 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 | Incident assist | [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).