Alert information retrieval AI agent

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

    • This AI agent looks up and returns information on an em_alert record.

    Workflow

    The agent's only purpose is to retrieve information.
    1. Provided a number or sys_id for an em_alert record, look up the record.
    2. Based on what information is being requested, use the appropriate tool to retrieve the information.
    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
    Retrieve a report of observability metadata from the em_alert record
    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

    Learn more about IT Operations Management at IT Operations Management.