--- 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 --- # Service repair AI agent V2 # Service repair 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 Service repair AI agent V2 The Service repair AI agent V2 automates the review and response process for service test results within ServiceNow. When a service test fails, the agent creates a repair task, summarizes diagnostic details, test outcomes, and repair tasks, then updates the work notes of the affected task with this information. This streamlines incident resolution and improves workflow efficiency by automating key steps in service repair management. Show full answer Show less ## Workflow * The agent receives task details, collection and validation statuses, and test results from the orchestrator. * If either collection or validation status indicates failure or stop, it builds a summary from the response. * When test results report failure, it creates a repair task linked to the primary task ID. * It collects hyperlink summaries for the created repair tasks. * The agent formats a summary including the diagnostic task number, overall test result, and repair tasks created. * The summary is written to the work notes of the original task for traceability. ## Configuration and Access * **Third-party access:** Can be enabled to allow external AI agents to use this agent, disabled by default. * **AI specialist access:** When enabled, AI specialists gain additional configuration options to map inputs and response templates to tool outputs; off by default. * **Long-term memory:** Can be activated to use previous user interactions as context for large language models (LLM), disabled by default. These settings are managed via the `snaiaagentconfig` table and the `snaia.ltm.enablelongtermmemory` system property. ## Tools and Roles * The agent uses Flow Actions to create repair tasks and scripts to update task work notes. * Access is controlled by user roles and data access roles such as `itil`, `snsprbmgmt.agent`, and `sntmtagenticai.testandrepairtelecomserviceaiagent`. ## Integration and Usage * The agent can be integrated with Virtual Agent or ServiceNow Otto panels via Assistant Designer. * It is used in agentic workflows for Service Test and Repair. * Administrators can optionally configure triggers to automate the agent's activation. This AI agent enhances Customer Service Problem Management by automating diagnostics and repair task creation, enabling faster resolution of service issues and improved operational efficiency. The agent reviews the results of a service test and creates a repair task when the test fails. It summarizes the diagnostic task, the overall test result, and any repair tasks created, and writes that summary to the work notes of the task. ## Workflow {#tmt-service-repair-ai-agent-v2-ai-agent__omwowitnkjxx} The agent acts on the results of a service test and records the outcome in the work notes of the task. 1. Receive the task details, the collection and validation statuses, and the test results from the orchestrator. 2. Build the summary from the collection or validation response alone when either status reports a failure or a stop. 3. Create a repair task by using the primary task ID when the test results report a failure. 4. Collect the hyperlink summary for the repair tasks created. 5. Format the summary with the diagnostic task number, the overall test result, and the repair tasks created. 6. Update the work notes of the task with the summary. {#tmt-service-repair-ai-agent-v2-ai-agent__ol_vaj_ijb_gux} {#tmt-service-repair-ai-agent-v2-ai-agent__omwowitnkjxx__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 the repair task for the test runs Script : Update task work notes | | 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. | * itil * sn_sprb_mgmt.agent * 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).