Standard change template proposal AI agent

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

    • Provided with a change request, this AI agent searches for similar changes and returns a list of similar changes to use for a proposal record.

    Workflow

    When the user chooses the changes that are appropriate for the template, this agent generates the content for multiple fields and creates a proposal template record.
    1. Ask for the change request number.
    2. Fetch similar change requests.
    3. Use the Fetch standard change mandatory fields tool to return the fields and value list of the selected changes.
    4. Analyze the field values to create template values.
    5. If the user approves, generate the template.
    6. Use the template to create a change template proposal record.
    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
    Fetch similar changes
    Fetch standard change mandatory fields
    Standard change proposal record creator
    Agent roles (ACLs) change_manager, itil
    Data access roles change_manager, 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

    Generate change template proposal record

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