Request status AI agent

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

    • This AI agent answers inquiries about existing tickets that were created by or are currently opened by the logged-in user. It should be triggered only when the user explicitly references an existing ticket (for example, by asking for ticket status, updates, comments, or history).

    Workflow

    The agent handles only tickets, incidents, tasks, or requests that were created or opened by the currently logged-in user. It does not access or manage items submitted by others. The agent doesn't create new requests.
    1. Retrieve the list of tickets that were created or opened by the currently logged-in user.
    2. Display ticket details, status, and available actions:
      • Add a comment to the ticket
      • Execute a ticket action
      • Add an attachment to the ticket
    3. Perform the action and display confirmation to the user.

    For more information, see Platform Request status AI agent.

    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
    Conversational topic
    Add attachment to the ticket
    Scripts
    Add comment to ticket
    Execute action
    Get actions for ticket
    Get last update or details on ticket
    Get list of tickets
    Agent roles (ACLs) snc_internal
    Data access roles nobody
    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

    Default VA Workflow