Exchange online integration handling AI agent

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

    • This Operational Technology Security Incident Response agent searches for and deletes emails related to a security incident.

    Workflow

    1. Run an email search based on the incident context. If no search criteria exist, ask the user how to proceed. Wait for user confirmation that the search is complete before fetching results.
    2. Only available after a search has been performed. If the search returned no emails, stop. Otherwise, run the deletion, wait for user confirmation that it is complete, and fetch results.
    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
    Script
    Delete email from server
    Fetch email deletion results
    Fetch email search results
    Search email on server
    Agent roles (ACLs) sn_si.analyst
    Data access roles sn_si.analyst
    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

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Resolve security incident

    Learn more about Operational Technology Security Incident Response at .