Incident category configuration AI agent

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

    • This AI agent orchestrates the complete lifecycle of incident category and subcategory configuration for the Choices [sys_choice] table. It supports three interaction modes: guided conversation, file upload (CSV/XLSX), and industry-based recommendations.

    Workflow

    The agent validates all inputs through dedicated validation tools, detecting duplicates, typos, and structural issues before any changes occur.
    1. Greet user and ask if they want to create custom categories or see recommendations for their industry.
    2. Depending on the answer, ask user for their industry.
    3. Generate recommendations and present them to the user or prompt them for bulk upload.
    4. Validate and add recommendations.
    5. Display: What would you like to do next?
    6. Continue or end workflow.
    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
    Conversational topics
    Bulk Category Importer
    Validate and Process Categories
    Script
    Database Manager
    Flow action
    Trigger Canvas Preview
    Agent roles (ACLs) admin
    Data access roles admin
    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

    Not applicable.

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