Explain SLA AI agent
This agent explains Service Level Agreement (SLA) details to the user based on the provided task number. It retrieves the matching SLA using timer configurations, along with SLA breakdown details, task SLA information, and an SLA timeline summary.
Workflow
- Retrieve the SLA task record.
- Display a numbered list of questions the user can ask.
- Use the appropriate tools to retrieve the exact answer and communicate them to the user.
- Ask the user if they have other questions.
- Repeat until the user requests to end the conversation.
| 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 |
|
| Agent roles (ACLs) | sn_uxc_gen_ai.sn_aia_sla_explain |
| 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 |
Explain SLA |