--- 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 --- # SLA management AI Agent # SLA management 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 SLA management AI Agent The SLA management AI Agent in ServiceNow Australia release (updated August 14, 2026) enables administrators to create and edit Service Level Agreement (SLA) definitions using a conversational interface. This agent simplifies SLA configuration by guiding users step-by-step through setting targets, durations, applicable tables, schedules, conditions, and associated flows. Show full answer Show less ## Key Features * **Conversational SLA Setup:** The agent interacts with administrators to determine whether to create or edit an SLA, collecting all necessary configuration details such as target type (Resolution or Response), duration, table, classification, and name using smart defaults and existing SLAs for recommendations. * **Schedule and Flow Association:** It confirms applicable schedules and associates notification or escalation workflows to the SLA. * **Start, Pause, and Stop Conditions:** Based on the SLA type, the agent recommends and confirms appropriate lifecycle conditions. * **Validation and Conflict Handling:** The agent validates inputs, manages duplicate configuration conflicts, and provides a comprehensive summary before saving changes. * **Configuration Controls:** Administrators can enable or disable third-party AI agent access, AI specialist access (which provides advanced configuration options), and long-term memory to use previous interactions as context. * **Role-Based Access:** Only users with the `slamanager` role and related data access roles can use the agent, ensuring secure and appropriate access. * **Integration with ServiceNow Tools:** Utilizes scripts and skills such as SLA definition creation/update, data retrieval, input validation, and flow summarization to deliver accurate and efficient SLA management. ## Practical Benefits for ServiceNow Customers * **Streamlined SLA Management:** Reduces manual configuration effort by guiding admins through SLA setup conversationally, minimizing errors. * **Improved Accuracy:** Smart defaults and validation help ensure SLAs are configured correctly, supporting consistent service delivery standards. * **Enhanced Control and Security:** Role-based access and configurable AI agent permissions maintain compliance and governance. * **Efficient Change Management:** Full summaries and confirmation steps allow administrators to review SLA configurations before implementation, reducing the risk of misconfigurations. This ServiceNow Otto for Setup agent enables administrators to create and edit SLA definitions through a conversational interface. The agent guides you through SLA configuration, including setting target type (Resolution/Response), duration, table, schedule, start/pause/stop conditions, and flow associations. ## Workflow {#plat-setup-sla-management-ai-agent__zsmdlwierhjt} 1. Determine whether the admin wants to create an SLA or edit an existing one (asking if unclear). 2. Collect the target type (Resolution/Response), applicable table, classification (priority, type, model, or service), duration, and name, using existing SLAs and smart defaults to recommend values where possible. 3. Confirm which schedule applies and associate a notification/escalation flow. 4. Recommend and confirm start, pause, and stop conditions based on the SLA type. 5. Present a full summary of the configured SLA and get admin confirmation. 6. Save the SLA definition, handling any duplicate-configuration conflicts along the way. 7. Display a confirmation summarizing what was created or changed. {#plat-setup-sla-management-ai-agent__ol_hcp_qwx_njc} {#plat-setup-sla-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 | Scripts : Agent Context Retriever : Create Update SLA Definition : Get SLA Data : Text to encoded query generation : Validate and Lookup SLA Field Inputs Generative AI skill : Flow summariser | | Allowed user roles The specific user roles that can access this AI agent. | sla_manager | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sla_manager, sn_query_gen.admin, fd_read_flows | | 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 ServiceNow Otto for Setup at [ServiceNow Otto for Setup](https://www.servicenow.com/docs/access?context=ia-landing&version=australia&pubname=australia-platform-administration&ft:locale=en-US).