Change CI suggestion AI agent

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

    • This AI agent recommends a list of relevant configuration items (CIs) that can be added as Affected CIs to the current change request.

    Workflow

    1. Extract the current Change Request number and ask the user to confirm whether to proceed: Do you need help in identifying configuration items for `{changeRequestNumber}`?
    2. If the user confirms, proceed to the next step; otherwise end the conversation.
    3. Ask the user for details about the configuration items.
    4. Launch the Get configuration items tool for change based on user input tool and pass the user-provided utterance from the previous step as input.
    5. Present this tool's output to the user as a formatted list of CI suggestions.
    6. Based on the user's response, launch the associate configuration items to change tool and pass the selectedSysId variable as an input.
    7. Display the output to the user.
    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
    Associate configuration items to change
    Get configuration items for change
    Get configuration items for change based on user input
    Get context
    Agent roles (ACLs) itil
    Data access roles itil, cmdb_read
    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

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Suggest configuration items for a change request

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