Issue identifier complaint case intake AI agent

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

    • This AI agent is used for product and location-based grievances. It helps with intakes, documentation, and processing.

    Workflow

    The agent helps users complete tasks related to issue identifier complaint case intake.
    1. Retrieve user information.
    2. Determine complaint type.
    3. Verify product or location.
    4. Handle multiple matches for products or locations.
    5. Extract case information.
    6. Display all extracted information and confirm its accuracy.
    7. Validate field format.
    8. Search for similar open complaints.
    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
    Script
    Convert date
    Create complaint case record
    Create new related parties related list
    Get Logged In user details
    List related parties type
    Related parties identification
    Update fields
    Verify fields
    Verify Product and Location
    Search retrieval
    Search Similar Complaint cases
    Agent roles (ACLs) sn_customerservice.customer, sn_customerservice.customer, sn_customerservice.consumer
    Data access roles sn_customerservice.consumer, sn_customerservice.customer
    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

    Default VA Workflow

    Learn more about Customer Service Management at Customer Service Management.