---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Create change request AI agent

# Create change request AI agent {#ariaid-title1}

Release version: Australia  
Updated September 1, 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 Create change request AI agent

The Create change request AI agent streamlines the process of creating structured change requests from conversational input.
It autonomously selects the most appropriate change model and template based on the user's description, enabling efficient and accurate change management without requiring additional user confirmation or follow-up information.
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## Workflow

* The workflow initiates when a user selects the **Create with otto** action from the change request list.
* The user provides a single detailed message describing the change, including affected configuration items, proposed schedule, and implementation details.
* The AI agent drafts the change request autonomously using the user input.
* The agent delegates to the **Change template suggestion agent** to choose the best-fit change template and model.
* If no confident template match is found, the agent applies semantic search over past change requests in the user's assignment group to identify a relevant template.
* A summary of the proposed change request is presented with fields pre-populated from user input and the selected template.
* The user reviews the summary and can provide additional information or approve the request.
* Upon approval, the changerequest record is created, and the system returns the record number with a link to the new change request.

## Configuration and Access

* Third-party AI specialists can be allowed to access this agent by enabling the **Specialist enabled** field, which provides additional configuration options for mapping inputs and outputs.
* The agent relies on several tools and scripts to manage memory, resolve primary configuration items and assignment groups before creation, retrieve change request columns, and handle placeholders from templates.
* Access to the AI agent is restricted to users with **itil** and **snchangewrite** roles. The **snchangewrite** role requires the dependency plugin *com.snc.itsm.roles.changemanagement* to be active.
* Data access is similarly controlled by these roles to ensure appropriate permissions for creating and managing change requests.

## Integration and Usage

This AI agent is designed to be used within agentic workflows and integrates with the Change Orchestrator AI agent during the change creation phase, facilitating automated and accurate change request generation within ServiceNow environments.  
This AI agent creates structured change requests from conversational input by autonomously selecting the appropriate change model and template.

## Workflow {#itsm-change-create-change-ai-agent-auto__change-ai-create-change-workflow-autonomous-section}

1. Initiate the workflow when the user selects the Create with otto action from the change request list.
2. Request the user to describe the change in a single message, including all available details such as affected configuration items, proposed schedule, implementation details, and so on.
3. Autonomously draft the change request from the user-provided description without requesting additional confirmation or follow-up information.
4. Delegate to the change template and model suggestion child agent (Change template suggestion agent) to autonomously select the best-fit change template and model from the available inventory.
5. If no template matches with sufficient confidence, apply semantic search over past change requests from the user's assignment group. Identify the most relevant template based on frequency and relevance.
6. Provide a summary of the change request proposed with fields automatically populated from the user's input and selected template.
7. User reviews the proposed change request details and either provides additional information or tells the agent to proceed.
8. Create the change_request record and return the created change request record number with a link to the record.  
{#itsm-change-create-change-ai-agent-auto__change-ai-create-change-workflow-autonomous-section__entry__2}

| Field | Description |
|-|-|
| Allow third party to access this AI agent |   |
| Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (true) 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 |   |
| Tools | Scripts :   Resolve Primary CI before Change creation :   Resolve Assignment Group before Change creation :   Get change request columns :   Get Place holder fields and values from change templates :   Create new change request :   Set worknote on Change request Sub-agents :   Change template suggestion agent (child agent hand-off) |
| Allowed user roles The specific user roles that can access this AI agent. | itil, sn_change_write The sn_change_write only applies when the dependency plugin com.snc.itsm.roles.change_management is active. |
| 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_change_write The sn_change_write only applies when the dependency plugin com.snc.itsm.roles.change_management is active. |
| Triggers |   |
| Channels |   |
| Used in agentic workflows | Change Orchestrator AI agent (Change creation phase) |
[Table 1. Configuration]