Additional incident context AI agent

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

    • This AI agent retrieves information beyond the incident itself and presents the output in a readable format. This agent is strictly read-only; it can only retrieve and present information. It cannot update, modify, or perform any write operations on any records (such as adding comments, changing fields, reassigning, resolving, or closing incidents).

    Workflow

    The agent retrieves information such as the caller's hardware assets, the caller's recent incidents, similar resolved incidents, and on-call experts.

    1. Analyze user request and understand intent.
    2. Fetch relevant configuration and data.
    3. Guide user through necessary steps or actions.
    4. Complete the requested operation.
    5. Provide confirmation and next steps.
    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
    Scripts
    Get callers hardware assets
    Get callers recent incidents
    Get on call experts
    Get similar resolved incidents
    Agent roles (ACLs) itil
    Data access roles itil
    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

    Incident assist

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