MID upgrade AI agent

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

    • This AI agent helps admins diagnose and resolve 'Upgrade Failed' issues on MID Servers by automating the identification, script deployment, error collection, and resolution workflow.

    Workflow

    The agent is designed for users managing MID Server health and upgrades in Windows and Linux environments.
    1. Check if MID Server details are provided as input. Otherwise, use the Get MID Server Details tool to retrieve them.
    2. If the user requests diagnostics, retrieve the script named 'Get-MIDUpgradeErrors' for the selected OS using the MID Script Retriever tool.
    3. Execute the script.
    4. Ask the user to provide the error output generated by the diagnostic script.
    5. Send the output to the Resolution Codes Tool for analysis.
    6. Display the results to the user.
    7. Confirm resolution or repeat analysis.
    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
    Error Resolution Lookup
    Get MID Server Details
    MID Script Retriever
    Web searches
    Gather product documentation info from site www.servicenow.com/docs/
    Gather support information on site support.servicenow.com
    Agent roles (ACLs) sn_itom_mid_grdn.admin
    Data access roles sn_itom_mid_grdn.admin
    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

    MID Guardian

    Learn more about MID Server management in MID Server.