{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":23787,"path":"intelligent-experiences/itsm-incident-category-configuration-ai-agent.md","title":null,"bundle":null,"doc_type":null,"release":null,"body":"---\ntitle: Incident category configuration AI agent\ndescription: This AI agent orchestrates the complete lifecycle of incident category and subcategory configuration for the Choices \\[sys\\_choice\\] table. It supports three interaction modes: guided conversation, file upload \\(CSV/XLSX\\), and industry-based recommendations.\nlocale: en-US\ncanonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/itsm-incident-category-configuration-ai-agent.html\nrelease: australia\ntopic_type: reference\nlast_updated: \"2026-08-14\"\nreading_time_minutes: 2\nbreadcrumb: [IT Service Management AI agents, IT Service Management, AI agents library, AI assets, Enable AI experiences]\n---\n\n# Incident category configuration AI agent\n\nThis AI agent orchestrates the complete lifecycle of incident category and subcategory configuration for the Choices \\[sys\\_choice\\] table. It supports three interaction modes: guided conversation, file upload \\(CSV/XLSX\\), and industry-based recommendations.\n\n## Workflow\n\nThe agent validates all inputs through dedicated validation tools, detecting duplicates, typos, and structural issues before any changes occur.\n\n1.  Greet user and ask if they want to create custom categories or see recommendations for their industry.\n2.  Depending on the answer, ask user for their industry.\n3.  Generate recommendations and present them to the user or prompt them for bulk upload.\n4.  Validate and add recommendations.\n5.  Display: `What would you like to do next?`\n6.  Continue or end workflow.\n\n<table><thead><tr><th>\n\nField\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nAllow third party to access this AI agent\n\n</td><td>\n\nWhen 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.\n\n</td></tr><tr><td>\n\nAllow AI specialists to access this AI agent\n\n</td><td>\n\nWhen 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.\n\n</td></tr><tr><td>\n\nManage long-term memory\n\n</td><td>\n\nWhen 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).\n\n</td></tr><tr><td>\n\nTools\n\n</td><td>\n\n-   **Conversational topics**\n\nBulk Category Importer\n\nValidate and Process Categories\n\n-   **Script**\n\nDatabase Manager\n\n-   **Flow action**\n\nTrigger Canvas Preview\n\n\n</td></tr><tr><td>\n\nAllowed user roles The specific user roles that can access this AI agent.\n\n</td><td>\n\nadmin\n\n</td></tr><tr><td>\n\nData access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.\n\n</td><td>\n\nadmin\n\n</td></tr><tr><td>\n\nTriggers\n\n</td><td>\n\nOptional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).\n\n</td></tr><tr><td>\n\nChannels\n\n</td><td>\n\nConfigure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).\n\n</td></tr><tr><td>\n\nUsed in agentic workflows\n\n</td><td>\n\nNot applicable.\n\n</td></tr></tbody>\n</table>Learn more about IT Service Management at [IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-service-management/r_ITServiceManagement.md).\n\n**Parent Topic:**[IT Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/itsm-ai-agents-overview.md)\n\n"}}