Prioritize work AI agent

This AI agent retrieves user-assigned tasks, scoring them by priority using metadata and Service Level Agreement (SLA) data.

Workflow

The agent generates time-blocked work plans based on calendar availability, iterating with users until approval, and persisting finalized plans to the database.

1. Call the Get user tasks tool.
2. Prioritize the work using the Prioritize work tool.
3. Identify next steps.
4. Generate a work plan.
5. Return the results to the orchestrator.

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 Get user tasks Identify next steps Plan work Prioritize work
Agent roles (ACLs)	sn_uxc_gen_ai.platform_ai_work_planner
Data access roles	sn_uxc_gen_ai.platform_ai_work_planner
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	Generate my work plan