Standard change template recommender AI agent

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

    • This AI agent helps users create and submit change requests. Invoke it whenever the user asks to log, create, submit, initiate, or help with a change record of any type (standard, routine, scheduled, maintenance, infrastructure, software, database, security, or any changes specific to IT service management).

    Workflow

    The agent guides users through the process of selecting a change type and providing appropriate options based on their selection. It retrieves historical template data, suggests templates, and generates links for creating changes.
    1. Ask the user what kind of change they want to make: Standard, Normal, or Emergency.
    2. For Normal or Emergency changes, generate the change link.
    3. For a Standard change, ask the user to choose a template, then generate the change 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
    Change request template catalog search tool
    Change template info gatherer tool
    Create change link creator
    Agent roles (ACLs) itil, sn_change_write
    Data access roles itil, sn_change_write
    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

    Change Creation Guide

    Learn more about IT Service Management at IT Service Management .