Incident routing configuration AI agent

This AI agent creates, modifies, and deactivates assignment rules for incident routing.

Workflow

The agent provides end-to-end support, from rule activation and AI recommendations to manual rule creation and bulk changes, with a staged commit workflow that lets users preview before applying.

1. Greet and retrieve configuration status.

2. Display best practices.

3. Set up business rules if none are active.

4. Set up assignment rules if none are active.

5. Review and confirm with the user.

6. Commit changes.

7. Gather routing preferences from the user.

8. Generate and display routing recommendations.

9. Handle user selection and changes.

10. Preview and commit changes, if approved.

<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>

• Generative AI skill

Incident Routing Rule Recommender

• Scripts

Payload Manager

Text to encoded query for incident routing agent

• Flow action

Preview tool action

</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