---
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


---

# Record management AI agent

# Record management 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 can fetch, update, create a record, link a knowledge base (KB) article, and copy an attachment to a record with details provided by the user.

## Workflow {#plat-ai-record-management-ai-agent__zsmdlwierhjt}

1. Fetch the record details and display it to the user.
2. If the user approves, do the following as needed:
   * Update the record.
   * Create a record.
   * Copy an attachment to the record.
   * Display attachment details.
   * Link a KB article to the record.
3. Continue with the user as needed to solve the problem.
{#plat-ai-record-management-ai-agent__ol_hcp_qwx_njc}  
{#plat-ai-record-management-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 | Knowledge graphs :   User NLQ KG Scripts :   Attach Knowledge Article to Task :   Get Attachment Details :   Get Fields from Table :   Get Task Tables :   save activity notes :   Validate UI Policies Subflows :   Copy Attachment to Record :   Create the record :   Get the record meta data :   Get Related Lists :   Update the record details :   Update related records |
| Allowed user roles The specific user roles that can access this AI agent. | snc_internal, sn_uxc_gen_ai.platform_ai_record_mgmt |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_uxc_gen_ai.platform_ai_record_mgmt, 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 | 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 | * Accelerate Complaint Case Handling * Process emails for tasks |
[Table 1. Configuration]