--- 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 --- # Security incident shift handover AI agent # Security incident shift handover 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 Security incident shift handover AI agent The Security Incident Shift Handover AI Agent streamlines the process of adding security incidents to shift handover reports in ServiceNow. It guides users through reviewing each section of the report, ensuring accuracy and completeness during shift transitions in Security Incident Response operations. Show full answer Show less ## Workflow * The agent prompts the user for a valid security incident number if not provided initially. * It checks for active shift handover records associated with the user. If none are found, the user is informed and the process ends. * If multiple handover records exist, the user selects the appropriate one to use. * The selected handover record is validated and its content generated. If validation fails, the user must provide a valid record number. * The agent checks if the security incident is already included in the report and requests confirmation before adding it again. * Each section of the report is presented for review. Users can approve or revise content, which is saved before proceeding. * After all sections are processed, a summary of saved and skipped sections is displayed. ## Configuration and Access * **Third-party access:** Disabled by default; can be enabled to allow external AI agents to use this agent. * **AI specialist access:** Disabled by default; enabling it provides additional configuration options for mapping inputs and responses. * **Long-term memory:** Disabled by default; when enabled, previous user interactions provide context to improve agent responses. * These settings are managed through the `snaiaagentconfig` table and system properties. ## Tools and Roles * Includes tools such as a script pre-processor, content validation, generation, and saving mechanisms for shift handover reports. * Access is restricted to users with roles like `snsi.manager` and `snsi.analyst`. * Data access is controlled by roles such as `snsi.basic` and `snescmsh.shiftanalyst`, ensuring proper permissions for data handling. ## Usage and Integration * The AI agent can be enabled in the ServiceNow Otto panel, facilitating agentic workflows. * It supports generating Security Incident Response (SIR) Shift Handover Reports effectively. * Administrators can optionally define triggers to automate agent activation. This agent enhances shift handover efficiency by ensuring that security incident details are accurately reviewed, approved, and documented, helping ServiceNow customers maintain continuity and clarity in security operations. This Security Incident Response agent adds a security incident to a shift handover report, walking the user through each section for review. ## Workflow {#sir-security-incident-shift-handover-ai-agent__zsmdlwierhjt} 1. Get a valid security incident number from the user if one is not provided. 2. Run the pre-processor to find active shift handover records for the user. If none exist, inform the user and end. 3. If multiple shift handover records exist, ask the user to select one. 4. Validate the selected handover record and generate its content. If validation fails, ask for a valid record number. 5. If the security incident is already in the report, inform the user and get confirmation before adding it again. 6. Walk through each section of the report. For each section, show the content, collect approval or revisions, and save to the database before moving to the next section. 7. After all sections are processed, show a summary of saved and skipped sections. {#sir-security-incident-shift-handover-ai-agent__ol_wbj_sg2_1kc} {#sir-security-incident-shift-handover-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 | Script : Pre-processor for shift handover : Save section content to database : Validate and generate shift handover content | | Allowed user roles The specific user roles that can access this AI agent. | sn_si.manager, sn_si.analyst | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_si.basic, sn_escm_sh.shift_analyst | | 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 | Generate SIR Shift Handover Report | [Table 1. Configuration] Learn more about Security Incident Response at [Security Incident Response](https://www.servicenow.com/docs/access?context=sir-landing-page&version=australia&pubname=australia-security-management&ft:locale=en-US).