IT Service Management AI agent collection suggest configuration items for a change request

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of IT Service Management AI agent collection suggest configuration items for a change request

    The "suggest configuration items for a change request" agentic workflow in ServiceNow® AI Agent Studio enables users to efficiently find and link relevant configuration items (CIs) to change requests via a conversational interface within the Now Assist panel. This workflow analyzes the content of a change request and suggests appropriate CIs, improving the speed and accuracy of CI selection during change creation. Users can refine suggestions by specifying attributes such as class, location, and environment of the configuration items.

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    To customize this workflow, customers can duplicate it and adjust settings as needed. Access to this workflow requires the itil role, and it must be activated via the Edit trigger form for autonomous triggering.

    AI Agent Details

    The workflow utilizes the "change CI suggestion AI agent," which analyzes change request content to recommend relevant configuration items. This agent is configured within the Define key requirements screen of AI Agent Studio and must be enabled in the Define availability screen by setting the Status field to active.

    Usage Instructions

    • Modify the key requirements and save changes.
    • Enable the display of the Now Assist panel icon in the menu bar on the Select display screen.
    • Save and test the workflow to ensure proper execution.

    Users can invoke the workflow by querying the change request number directly in the Now Assist panel. Specific query instructions are provided within the List of steps field of the AI agent configuration.

    Practical Benefits for ServiceNow Customers

    • Streamlines the process of linking CIs to change requests, reducing manual effort and errors.
    • Provides an intuitive, conversational interface that enhances user experience.
    • Enables customization to fit organizational needs and processes.
    • Accessible through the Now Assist panel, integrating smoothly with existing workflows.

    Use the suggest configuration items for a change request agentic workflow to make the process of selecting configuration items during change creation conversational, intuitive, and efficient for users.

    Suggest configuration items for a change request agentic workflow overview

    The suggest configuration items for a change request agentic workflow lets users quickly find and link relevant configuration items (CIs) to a change request from the Now Assist panel. The workflow analyzes change request content and suggests appropriate CIs.

    The user can also provide details such as class, location, and environment of the configuration item to refine the search.

    To modify the suggest configuration items for a change request agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Note:
    The workflow can be accessed by the itil role.
    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Suggest configuration items for a change request.
    Important:
    In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

    AI agent used in the suggest configuration items for a change request agentic workflow

    You can access the change CI suggestion AI agent in the Define key requirements screen by scrolling to the Add AI agents that can perform these steps section. The change CI suggestion AI agent assists users in identifying and associating appropriate configuration items (CIs) with specific change requests. This agent analyzes the content of the change request and suggests relevant configuration items to the user.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

    Use the suggest configuration items for a change request agentic workflow

    1. Review the information in the Define key requirements screen and make the necessary updates, and then select Save and Continue.
    2. In the Select display screen, turn on the Display option to add the icon for the Now Assist panel in the menu bar.
    3. Select Save and test.

      The agent executes the request for the workflow.

      Figure 1. Example of the suggest configuration items for a change request agentic workflow output in ServiceNow®AI Agent Studio
      Suggest configuration items for a change request workflow output in ServiceNowAI Agent Studio.
    4. Access and use the suggest configuration items for a change request agentic workflow from the Now Assist panel.
      You can query in the Now Assist panel with the change request number. For the query instructions, read the steps specified in the List of steps field of the corresponding AI agent (change CI suggestion AI agent).
      Figure 2. Example of the suggest configuration items for a change request agentic workflow output in the Now Assist panel
      Suggest configuration items for a change request workflow output in the Now Assist panel.