Change outage assistant AI agent

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

    • This AI agent creates outage records for the change request based on the impacted CIs.

    Workflow

    1. Extract the current change request number or ask the user to provide it.
    2. Check if both Configuration Item and Affected CIs are missing from the change request. (If both are missing, stop execution and notify the user.)
    3. Check if the change request already has an outage created and display it to the user.
    4. Validate planned start and end dates.
    5. If the user approves, create the outage; otherwise, stop.
    6. Review CIs and impacted services with the user.
    7. Display the final outage link.
    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 affected CIs to the outage
    Associate impacted CIs to the outage
    Create outage
    Get details of Change request
    Validate planned start and end date
    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

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

    Create outages for a change request

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