Catalog AI agent

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

    • This ServiceNow Otto for Creator agent gathers, validates, and tracks all required inputs for a given Service Catalog item.

    Workflow

    The agent prompts the user for each variable, records and recalls previously provided information, identifies missing or inconsistent details, and then seeks user confirmation and submits a complete request.
    1. Based on the user's request, find the catalog item.
    2. Display auto-filled values and pause for user approval before collecting additional data.
    3. Collect remaining variables one at a time.
    4. Prepare the request for submission.
    5. Display the request to the user and ask for confirmation.
    6. Once approved, submit the request.
    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
    Display Final Summary
    Display Request Card
    Fetch Catalog Details
    Open Catalog Form
    Submit Catalog
    Summary Evaluator
    Agent roles (ACLs) snc_internal
    Data access roles public
    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

    Not applicable.

    Learn more about ServiceNow Otto for Creator at ServiceNow Otto for Creator.