Work allocator AI Agent

This AI agent automatically fetches backlog tickets, evaluates agent workloads and performance metrics, and assigns tickets to agents in a way that optimizes distribution and operational efficiency.

Workflow

The agent is designed for support team managers and operations leads.

1. Assign tickets to agents optimally for the assignment group indicated by the user's input.
2. Update the records with the ticket assignment.
3. Display the ticket assignments to the user in a readable format.

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 Optimal ticket assignment Update record details
Agent roles (ACLs)	snc_internal
Data access roles	sn_uxc_gen_ai.platform_ai_work_allocator
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	Help Optimize Team Productivity