— title: Incident category configuration AI agent description: 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. locale: en-US canonical_url: www.servicenow.com/docs/r/australia/intelligent-experiences/itsm-incident-category-configuration-ai-agent.html release: australia topic_type: reference last_updated: “2026-08-14” reading_time_minutes: 2

breadcrumb: [IT Service Management AI agents, IT Service Management, AI agents library, AI assets, Enable AI experiences]

Incident category configuration AI agent

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.

Workflow

The agent validates all inputs through dedicated validation tools, detecting duplicates, typos, and structural issues before any changes occur.

1. Greet user and ask if they want to create custom categories or see recommendations for their industry.

2. Depending on the answer, ask user for their industry.

3. Generate recommendations and present them to the user or prompt them for bulk upload.

4. Validate and add recommendations.

5. Display: What would you like to do next?

6. Continue or end workflow.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

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.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

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.

</td></tr><tr><td>

Manage long-term memory

</td><td>

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.

</td></tr><tr><td>

Tools

</td><td>

• Conversational topics

Bulk Category Importer

Validate and Process Categories

• Script

Database Manager

• Flow action

Trigger Canvas Preview

</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

admin

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

admin

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Not applicable.

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Parent Topic:IT Service Management AI agents