--- 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 --- # On demand service tester AI Agent V2 # On demand service tester AI Agent V2 {#ariaid-title1} Release version: Australia Updated October 22, 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 On demand service tester AI Agent V2 The On demand service tester AI Agent V2 is designed to automate diagnostic testing of tasks within ServiceNow. It analyzes a given task by identifying relevant test groups, creating a diagnostic task, executing the tests, and collecting the results. These results are then returned to the orchestrator for further processing without being displayed to the end user. This capability streamlines task validation and troubleshooting in workflows such as Service Test and Repair. Show full answer Show less ## Workflow * Retrieve the primary task number from the orchestrator. * Identify applicable test groups for the task. * Create a diagnostic task linked to the primary task. * Run the test groups against both the primary and diagnostic tasks. * Collect the final test run results; if no results are available, use placeholder values. * Return the diagnostic task number and test results to the orchestrator. ## Configuration and Access The agent includes configurable settings to control accessibility and functionality: * **Allow third-party access:** When enabled, external AI agents can utilize this agent. Disabled by default. * **Allow AI specialists access:** When enabled, AI specialists gain additional configuration options to map inputs and responses to tools. Disabled by default. * **Manage long-term memory:** When enabled, the agent uses all prior user interactions as context for large language models (LLM). Disabled by default. These settings are managed via the **snaiaagentconfig** table and related system properties. ## Tools and Roles The agent leverages several tools to perform its functions, including flow actions to create diagnostic tasks, execute test groups, and retrieve final test results, plus scripts to identify applicable test groups. Access is controlled through specific user and data access roles such as **snstmgmt.testcreator** and **sntmtagenticai.testandrepairtelecomserviceaiagent**. No default triggers are defined, but administrators can configure these as needed. ## Usage in ServiceNow This AI agent can be integrated into Virtual Agent assistants or the ServiceNow Otto panel using Assistant Designer, enabling conversational and automated workflows. It is particularly useful within agentic workflows focused on Service Test and Repair, supporting Customer Service Problem Management processes. The agent analyzes a task by running the test groups that apply to it. It creates a diagnostic task, runs the test groups, and collects the final test run result. It returns the diagnostic task and the result to the orchestrator without displaying them to the user. ## Workflow {#tmt-on-demand-service-tester-ai-agent-v2-ai-agent__tkujcdyiawqh} The agent runs diagnostic tests for a task and returns the test results to the orchestrator. 1. Retrieve the primary task number from the orchestrator. 2. Get the test groups that apply to the task. 3. Create a diagnostic task for the task. 4. Run the test groups against the primary task and the diagnostic task. 5. Collect the final test run result, and continue with placeholder values when no results are available. 6. Return the diagnostic task number and the test run result to the orchestrator. {#tmt-on-demand-service-tester-ai-agent-v2-ai-agent__ol_kxt_qub_sqj} {#tmt-on-demand-service-tester-ai-agent-v2-ai-agent__tkujcdyiawqh__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 | Flow Action : Create diagnostic task for Task : Execute test group : Get final test run result Script : Get test groups for current task | | Allowed user roles The specific user roles that can access this AI agent. | Not defined. | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | * sn_st_mgmt.test_creator * sn_tmt_agentic_ai.test_and_repair_telecom_service_ai_agent | | 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 | Service Test and Repair | [Table 1. Configuration] Learn more about Customer Service Problem Management at [Customer Service Problem Management](https://www.servicenow.com/docs/access?context=cspm-landing-page&version=australia&pubname=australia-telecom-media-technology&ft:locale=en-US).