AI Agent Studio release notes
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Summary of AI Agent Studio release notes
AI Agent Studio on the ServiceNow platform enables the creation and management of AI agents that perceive environments, make decisions, and proactively act to achieve goals with minimal human oversight. The Australia release brings significant enhancements, including improved integrations, new configuration options, and usability upgrades that empower ServiceNow customers to build more robust and efficient AI-driven solutions.
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Key Features
- External AI Agent Integration: Support for custom HTTP headers in external agent configurations allows seamless passing of metadata and authentication details to external systems.
- Knowledge Graph Enhancements: Conversation history support enables AI agents to reference previous dialogue turns, enhancing follow-up question handling.
- Runaway Agent Detection: Automatic disabling of AI agents triggered repeatedly on the same record prevents unintended resource consumption.
- AI Agent Skill Migration: Automated migration of AI Agent Studio skills to newer execution paths ensures compatibility and improved performance.
- Access Control Enhancements: Deny-by-default ACLs for new AI agentic record types improve security by restricting unauthorized access on newly activated instances.
- AI-Native Mode and Playground: An exclusive AI-native testing environment with widgets for tool outputs offers an improved development and evaluation experience.
- Platform Agentic Workflow Updates: Enhanced configurations and additional filters for workflows like task trend analysis and work plan generation optimize AI-driven process automation.
- Voice Input Accessibility: Optional voice-to-text input in the ServiceNow Otto panel supports users with accessibility needs and diverse usage scenarios.
Practical Implications for ServiceNow Customers
- Customers can securely integrate external AI services with custom headers, enabling richer and authenticated AI interactions.
- Improved conversation continuity with Knowledge Graph tool history enhances user experience in AI interactions.
- Automated safeguards prevent AI agents from overusing resources, helping control costs and system stability.
- The AI-native mode and playground provide a dedicated environment to thoroughly test AI agents before deployment.
- New ACL defaults increase data security by enforcing stricter access controls for AI-related records.
- Updated workflows and admin options allow administrators to better tailor AI-driven processes to organizational needs.
- Voice input features expand accessibility, making AI capabilities usable by a broader range of users, including those with disabilities.
Activation and Requirements
AI Agent Studio and AI agents require activation of AI plugins available from the ServiceNow Store and depend on the ServiceNow AI Platform installation. Additionally, the Next Experience UI Framework must be enabled for the Otto panel. Supported browsers include Google Chrome and Microsoft Edge; Internet Explorer is not supported.
Additional Notes
- Manual integration support for external agents has been deprecated; customers should use the new external agent configuration methods.
- Default AI models have been upgraded to GPT 5.4 for Azure OpenAI and other third-party providers to leverage the latest AI capabilities.
- Automated agent evaluation tools now provide issue tracing and actionable optimization suggestions to improve AI agent performance.
- Localization support aligns with the GPT-4o framework, facilitating multilingual AI experiences.
The ServiceNow® AI agents and AI Agent Studio provide solutions that can perceive the environment, decide, and proactively act to achieve specific goals without the need for constant human oversight. AI Agent Studio was enhanced and updated in the Australia release.
AI Agent Studio highlights for the Australia release
Australia Patch 5
- Custom headers in external agents configuration.
Australia Patch 3
- Add or remove AI agents or tools from the built-in AI agents.
- Detect and disable runaway AI agent triggers to prevent unintended consumption.
- Support conversation history for Knowledge Graph tool.
- Enforce deny-by-default ACLs for new agentic ACL types.
- Enable AI Agent Studio skill migration to Mosaic.
Australia Patch 2
- Enable UI validation for agentic AI processes and generative AI skills.
Australia Patch 1
- Test an agentic solution in the playground in AI-native mode.
- Add widgets for tool outputs to provide an improved experience in AI-native mode.
- Run improved Platform agentic workflows, including Generate resolution plans, Generate my work plan, and Process images to tasks.
- Get more insights into agentic AI asset performance with issue tracing and suggested optimizations from results pages.
See AI Agent Studio for more information.
For the Platform AI release notes, see ServiceNow Otto release notes.
Important:
AI agents and AI Agent Studio are available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- Australia Patch 5
- Integrating external AI agents
- External agents now support custom HTTP headers in the External Agent Configuration [sn_aia_external_agent_configuration] table. Specify headers in JSON format to have them automatically included in API calls to external endpoints, regardless of the connection type. This is useful for passing metadata and authentication requirements that your external systems require.
- Australia Patch 3
- Add a Knowledge Graph to an AI agent
- The Knowledge Graph tool configuration in AI Agent Studio has a Conversation history toggle that is enabled by default. When enabled, the last 5 conversation turns from the active session are passed to the KG tool allowing users to ask follow-up questions that reference the previous results.
- Kill Switch in Now Assist AI Agents
- Runaway agent detection automatically disables an AI agent when the same record repeatedly triggers the same agent objective beyond a configured threshold, preventing unintended consumption of requests.
- AI Agent Studio skills migration
- Auto-migrate all the AI Agent Studio skills from on-glide execution path to the off-glide execution path.
- Deny-by-default ACL configuration
- Enforce deny-by-default access control for AI agentic record types (
gen_ai_agent,gen_ai_workflow,gen_ai_skill,Flow,flow_action) for newly activated ServiceNow instances. In previous releases, these types defaulted to allow access. - Execute a run for an AI voice agentic asset
- Automated agentic evaluations are now available for voice agents. You can generate conversations based on scenarios that are described or input manually to generate execution logs for voice agents for evaluation.
- Australia Patch 1
- Create an AI agent
- The AI-native experience for an AI agent is available exclusively with the installation of the Off Glide Conversation Server plugin (com.glide.cs.offglide).Note:To use the AI agent in AI-native mode, make sure to test it so it works as expected.
- Test an agentic solution in AI Native mode
- Use the AI Native playground experience to test your agentic solutions.Note:The AI-native playground experience is exclusively accessible when the Off Glide Conversation Server plugin (com.glide.cs.offglide) is installed. If the plugin is not installed, you will continue to access the standard testing playground.
- Add tools and information to an AI agent
- Add widgets for tool outputs to provide an improved experience in AI-native mode.Note:The display output widget options are exclusively accessible when the Off Glide Conversation Server plugin (com.glide.cs.offglide) is installed. If the plugin is not installed, you will continue to access the standard add tool form.
UI changes
- Australia Patch 3
- Create an external AI agent with the Agent2Agent protocol
- The name of the button on the agent selection pop-up in the Discover and activate section of the external agents guided setup has been renamed to Selected.
- Australia Patch 2
- Manually test the execution of an AI agent and Manually test the execution of an agentic workflow
- The AI Native radio button in the Choose a testing mode section on the AI agent and agentic workflow manual testing playgrounds has been renamed to Premium Chat.
Changed in this release
- Australia Patch 3
- Set up AI agents
- Use GPT-5.4 as the default model for the Orchestrator when Azure OpenAI is the selected LLM.
- Select the LLM for AI agents and agentic workflows
- The default third-party (3P) models have been upgraded to the latest versions - GPT 5.2 to GPT 5.4 to use AI agents and AI Agent Studio.The new generative AI Config property records sys_generative_ai_config and sys_generative_ai_prompt_config have been introduced for the following model providers:
- Amazon Bedrock: claude-sonnet-4-6
- Azure OpenAI: gpt 5.4
- Platform agentic workflows
The following platform agentic workflows had updates to their admin configurations and behavior in user-generated sessions.
- Analyze task trends: Admin configurations for additional filters such as category and service have been added.
- Generate my work plan: Additional reasoning information for the generated work plan is now displayed after the plan is created.
- Identify ways to improve services: Admin configurations for additional filters such as category and service have been added.
- Australia Patch 2
- Enable UI validation for agentic AI processes and generative AI skills
- The glide.ai_record_activity.validation.feature.enabled system property enables UI rule validation (such as required fields) for AI‑initiated record updates. You can selectively apply this validation based on execution context using additional system properties. For example, glide.ai_record_activity.ai_detection.nap.enabled applies validation to record updates triggered from the ServiceNow Otto panel. Similar properties control validation for AI skills, Virtual Agent, and agent‑initiated actions, as listed in the Reference for AI agents. This feature is opt‑in and inactive by default.
- Create an external AI agent with the Agent2Agent protocol
- The agent to agent flow actions no longer inject an
Authorization: Bearerheader automatically. If your endpoint requires a Bearer token, include the prefix directly in the API Key credential value.
- Australia Patch 1
- Create an external AI agent with the Agent2Agent protocol
- Use the A2A Protocol integration for creating external agents in the AI Agent Studio to connect with the ServiceNow AI Platform.
- Updates to platform agentic workflows
- Several platform agentic workflows have seen updates to how they work and what configurations are available for AI admins. Analyze task trends and Identify ways to improve service now have post-analysis actions, including the option to download analysis and ask additional information. Generate my work plan can run as a scheduled job.
- Agentic evaluation offer issue tracing and suggested optimizations
- After an automated evaluation of an agentic AI asset, you can receive a list of issues and suggested optimizations to address those issues. Issues come with individual record node-by-node traces to pinpoint the exact source of problems. Optimizations are suggested, and you can apply them and run a reevaluation from a single guided flow.
Deprecated features
Australia Patch 1
- The support for manually integrating external agents has been deprecated from Australia Patch 1 release.
Activation information
AI agents and AI Agent Studio are available with activation of any AI plugin from the ServiceNow Store. For more information about the prerequisites for using AI agents, see Install ServiceNow Otto AI Agents.
Additional requirements
You must first install the supported version of the ServiceNow AI Platform to be able to use AI agents and AI Agent Studio. For more information, see Install ServiceNow Otto AI Agents.
Next Experience UI Framework must be enabled before you can use the ServiceNow Otto panel.
Browser requirements
AI agents and AI Agent Studio support various browsers, including Google Chrome and Microsoft Edge. AI agents and AI Agent Studio aren't supported in Internet Explorer.
Accessibility information
- Voice Input for AI agents
- Administrators can enable an optional voice input setting for the ServiceNow Otto panel in the . This feature gives users a voice-to-text input option to access the generative AI skills in the panel in any supported language. For more information, see Enable voice input for ServiceNow Otto panel.
Localization information
AI agents and AI Agent Studio are built on the GPT-4o-based framework and supports localization according to the GPT-4o model.