Security incident activities handling AI agent

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

    • This Operational Technology Security Incident Response agent manages security incident core activities, ensuring efficient and effective handling of incidents, problems, change requests, and security incident response tasks. It is intended for use by security incident management teams.

    Workflow

    1. Generate a description for an incident, change request, problem, or response task. Prompts user to review and approve the content before creation. If a response task is created, collect the outcome from the user and log it.
    2. Confirm recipient addresses, generate the subject and body, and present for user review and approval before sending.
    3. Update the state as requested. No further action is taken.
    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
    Create related record
    Log user action
    Send email
    Update incident state
    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 .