{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":24288,"path":"intelligent-experiences/plat-setup-sla-management-ai-agent.md","title":"SLA management AI Agent","bundle":null,"doc_type":null,"release":"australia","body":"\n# SLA management AI Agent\n\nThis ServiceNow Otto for Setup agent enables administrators to create and edit SLA definitions through a conversational interface. The agent guides you through SLA configuration, including setting target type \\(Resolution/Response\\), duration, table, schedule, start/pause/stop conditions, and flow associations.\n\n## Workflow\n\n1.  Determine whether the admin wants to create an SLA or edit an existing one \\(asking if unclear\\).\n2.  Collect the target type \\(Resolution/Response\\), applicable table, classification \\(priority, type, model, or service\\), duration, and name, using existing SLAs and smart defaults to recommend values where possible.\n3.  Confirm which schedule applies and associate a notification/escalation flow.\n4.  Recommend and confirm start, pause, and stop conditions based on the SLA type.\n5.  Present a full summary of the configured SLA and get admin confirmation.\n6.  Save the SLA definition, handling any duplicate-configuration conflicts along the way.\n7.  Display a confirmation summarizing what was created or changed.\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-   **Scripts**\n\nAgent Context Retriever\n\nCreate Update SLA Definition\n\nGet SLA Data\n\nText to encoded query generation\n\nValidate and Lookup SLA Field Inputs\n\n-   **Generative AI skill**\n\nFlow summariser\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\nsla\\_manager\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\nsla\\_manager, sn\\_query\\_gen.admin, fd\\_read\\_flows\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 ServiceNow Otto for Setup at [ServiceNow Otto for Setup](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/ia-landing.md).\n\n**Parent Topic:**[Setup Hub AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/platform-setup-ai-agents-overview.md)\n\n"}}