Remediation tasks AI agent

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

    • This AI agent identifies the remediation tasks for resolving an issue by referencing the action plan field on the issue record.

    Workflow

    The agent helps users complete tasks related to remediation tasks.
    1. Fetch the sn_grc_issue sys_id or number from the memory, or ask for the issue number.
    2. Use the Suggest remediation tasks for the issue tool to generate recommendations.
    3. Ask the user to accept, edit, or dismiss the suggestions.
    4. If the user chooses to edit the suggestions, refine them based on feedback.
    5. If the user accepts the suggestions, create the remediation tasks.
    6. End flow when tasks are complete or the user dismisses suggestions.
    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
    Flow Action
    Create remediation task
    Generative AI skill
    Suggest remediation tasks for the issue
    Agent roles (ACLs) sn_grc_genai.issue_aiagent_user
    Data access roles sn_grc.business_user, 90c5d097533320101d7dddeeff7b126e, sn_grc.compliance_assurance_business_user, sn_grc_genai.issue_aiagent_user, sn_grc.user, snc_required_script_writer_permission
    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

    Optimize GRC issue resolution

    For more information on Governance, Risk, and Compliance, see Governance, Risk, and Compliance