Care Team Operations case intake AI agent

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

    • This workflow guides users through submitting operational issues by prompting for a clear problem description and ensuring required details—such as location, requesting unit, asset tag, and priority—are captured. It intelligently detects and separates multiple requests in a single user utterance, summarizes each request with its details, and confirms accuracy with the user before proceeding.

    Workflow

    The agent helps users complete tasks related to care team operations case intake.
    1. Fetch requesting units.
    2. Prompt for issue details.
    3. Identify distinct requests.
    4. Classify case types.
    5. Get remaining information.
    6. Generate request summaries.
    7. Validate request summaries.
    8. Create Care Team Operations case.
    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
    Search retrieval
    Get relevant knowledge articles
    Script
    Requesting Unit Lookup
    Agent roles (ACLs) sn_hco.care_team_manager, sn_hco.care_team_member
    Data access roles sn_hco.care_team_member, sn_hco.care_team_manager
    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

    Request care team assistance

    Learn more about Healthcare Operations at Healthcare Operations.