User impact analysis AI Agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This agent investigates incidents and cases related to the alerts and affected services.

    Workflow

    The agent helps users complete tasks related to user impact analysis.
    1. Check if <offering_ids> and <service_ids> are NOT defined, then return from the agent silently.
    2. If <offering_ids> and <service_ids> are BOTH empty, then return from the agent silently.
    3. Run the 'Fetch related issues' tool.
    4. Check if <incidents> and <cases>, returned in step 3, are empty.
    5. Run the "Format related issues summary" tool.
    6. Write the formatted summary to the alert worknote.
    7. Pass the <offering_ids> and <service_ids> values to the next agent.
    Table 1. Configuration
    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.
    Tools
    Capability
    Alert impact analysis
    Script
    Display empty incidents and cases message
    Fetch related issues
    Format related issues summary
    Write worknote to alert
    Agent roles (ACLs) evt_mgmt_operator
    Data access roles evt_mgmt_operator
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Analyze alert impact - New

    Learn more about Learning Enhanced Automation Platform (LEAP) at Learning Enhanced Automation Platform (LEAP).