--- sourceDocument: Australia IT Operations Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Operations Management ft:clusterId : - itom bundleId : - itom workflow : - Technology --- # AI agent # AI agent {#ariaid-title1} Release version: Australia Updated June 30, 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 AI agent The LEAP AI agent in ServiceNow Australia release (updated June 30, 2026) enhances IT operations by autonomously creating artifacts such as problem records, knowledge base articles, and playbooks based on identified automation opportunities. It reduces manual effort by IT teams to trigger automation and generate documentation related to incident resolution and problem management. Show full answer Show less **Important:** Since generative AI can produce inaccurate or incomplete information, always validate AI-generated content before publishing or taking action. ## Key Features * **Automated artifact creation:** The LEAP AI agent scans active automation opportunities that include resolution steps and automatically creates relevant artifacts. * **Knowledge base article creation:** When resolution steps are successfully generated, the agent drafts a knowledge base article containing the automation opportunity title, resolution steps, and related incident context for review and publication. It avoids duplication by checking for existing linked articles. * **Problem record creation:** The agent automatically creates problem records populated with incident counts, automation opportunity details, and resolution notes, similar to manual creation. It ensures no duplicate problem records for the same opportunity. * **Eligibility thresholds:** Artifacts are created only for automation opportunities meeting minimum criteria---by default, at least 15 incidents or severity of Critical or High. These thresholds can be customized in the LEAP Settings page. * **Artifact identification:** AI-created artifacts are marked with an AI indicator on the home page and opportunity details page to distinguish them from manually created artifacts. * **Activation control:** The LEAP AI agent is enabled by default. Administrators can activate or deactivate it via AI Agent Studio, controlling whether it scans and creates artifacts automatically. ## Practical Benefits for ServiceNow Customers * Streamlines IT operations by automating creation of critical ITSM artifacts, reducing manual workload. * Ensures that knowledge base articles and problem records are consistently generated and traceable to their source automation opportunities. * Enables customization of thresholds to align automation with organizational priorities and severity levels. * Provides transparency with AI indicators so teams can easily identify and review AI-generated content. * Offers flexible control to enable or disable autonomous artifact creation based on operational needs. Enhance IT operations with AI-driven, autonomous artifact creation such as problem records, knowledge base articles, and playbooks using LEAP AI agent. Important: Generative AI may produce inaccurate or incomplete information. Always validate AI-generated content before you publish or act on it. ## Generate LEAP artifacts {#leap-ai-agent__section_t3f_vxd_yhc} {#leap-ai-agent__table_gnk_yxd_yhc__entry__2} | AI agent | AI agent role | |-|-| | LEAP AI agent | Uses the automation opportunities created by LEAP analysis, and creates artifacts (problem records, knowledge base articles, or playbooks) requested by users. | [ ] {#leap-ai-agent__table_gnk_yxd_yhc} Important: This AI agent is turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## What the LEAP AI agent does {#leap-ai-agent__section_capabilities} The LEAP AI agent autonomously scans active automation opportunities and acts on the ones that have resolution steps. IT operations teams spend less time triggering automation manually. The agent provides the following capabilities: Create knowledge base articles : The agent is triggered when resolution steps for automation opportunities are generated successfully. The agent documents and generates a draft knowledge base article that includes the automation opportunity title, resolution steps, and related incident context. You review the draft and publish it. Each published article remains traceable to its source automation opportunity. The agent doesn't create a knowledge base for an automation opportunity that is already linked to an open KB. Create problem records : The agent is triggered when resolution steps for automation opportunities are generated successfully and automatically creates a problem record. Each problem record is populated with the related incident count, the automation opportunity detail, and the associated resolution notes, which mirrors the manual Create Problem action. The agent doesn't create a problem record for an automation opportunity that is already linked to an open problem. Each problem record remains traceable to its source automation opportunity. ## Eligibility thresholds {#leap-ai-agent__section_thresholds} An automation opportunity is eligible for knowledge base article and problem record creation when it has a minimum of 15 incidents or a severity of Critical or High. You can change the incident count threshold (default: 15) and the severity threshold (default: Critical and High) on the LEAP Settings page. For the list of settings, see [LEAP settings fields](https://www.servicenow.com/docs/~SJvgviUCKD4JYDwYW_hZg "LEAP settings page field values help estimate cost and time savings when automation is used. These settings support cost predictability."). ## Identify AI-created artifacts {#leap-ai-agent__section_ai_indicator} Artifacts that the LEAP AI agent creates are marked with an AI indicator on the home page and the automation opportunity details page, so that you can tell AI-created artifacts apart from those created manually. For more information, see [LEAP AI indicators](https://www.servicenow.com/docs/N8~fvQjVkA5bILZxHyoUdQ "AI indicators mark the artifacts that the LEAP AI agent creates. They appear on the home page list and on the automation opportunity details page."). ## Activate or deactivate the LEAP AI agent {#leap-ai-agent__section_deactivation} The LEAP AI agent is active by default. To change the activation status, navigate to AllAI Agent StudioOverview, select the LEAP AI agent, then go to AgentSelect channels and status and toggle the activation status control. * Active: The agent scans automation opportunities and creates artifacts automatically. * Inactive: The agent stops scanning automation opportunities and no longer creates artifacts. *[\>]: and then