ServiceNow Otto AI agents reference

reference australia Updated Oct 16, 2026 10 min read aia-refernce-new.md
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Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents.

AI agents roles

The following roles are installed with ServiceNow Otto AI agents with a compatible ServiceNow Otto application.

Role

Description

AI Agent admin [sn_aia.admin]

Administrator of the application. A user with the sn_aia.admin role can create, read, update, and delete records.

AI Agent Viewer [sn_aia.viewer]

Read-only access to the application. A user with the sn_aia_viewer role has read and report access on all tables. Note: The sn_aia.admin and the sn_aia.viewer roles should not be given to the same user. If a user has both roles, then AI Agent Studio will only be accessible in read-only mode for that user.

agent_role_config_admin

With this role, the user can access and modify Agent role configurations with AI Agent admin [sn_aia.admin] being the parent role.

agent_role_config_viewer

Can view the Agent role configurations with AI Agent Viewer [sn_aia_viewer] being the parent role.

itil_admin or itil

Access to ITSM tables and workflows. Agents working with incident, Request, Change, Problem, CMDB records.

knowledge_admin

Access to Knowledge Management tables and tools - Knowledge agents; KB article retrieval tools.

Custom role (e.g., custom_table.admin)

Access to custom tables and fields. Agents accessing tables outside ITSM, Knowledge, or other standard modules.

snc_internal

Overly permissive system role, use only if agent requires true system-level privileges (rare).Note: Don't use as fallback.
**Note:** The roles can be assigned manually through the user record directly. For the assigned roles to take effect, log out and log back in to the application.

AI agents system properties

The following are system properties that define default values and behavior.

Property

Description

glide.ai_record_activity.validation.feature.enabled

Enables UI validation for agentic AI and skills at the instance level. If this feature is enabled, then any UI validation, such as required fields, must be met before the AI process is completed. The following properties are context-specific gates that determine where validation is done when the feature is enabled:

  • glide.ai_record_activity.ai_detection.nap.enabled: ServiceNow Otto panel executions
  • glide.ai_record_activity.ai_detection.skill.enabled: generative AI skill execution with UI actions or in Virtual Agent
  • glide.ai_record_activity.ai_agent.validation.enabled: agentic AI-initiated record updates with UI actions or in Virtual Agent

If you want to enable these gates of the UI validation feature, you must create the system property and set the value to true. You don't need to enable this feature for individual skills or agentic AI assets.

sn_aia.agent_llm_provider

Defines the (large language model) LLM service provider for AI agents.Default value: azure_openai.

sn_aia.agent_tool_supported_data_types

Defines a comma-separated list of supported data types for tools that are used by agents for IntegrationHub spoke. Each value corresponds to the name field of records in the Field classes table [sys_glide_object].

sn_aia.analytics_dashboard_sysid

Provides the sys_id for the AI Agents Analytics dashboard.read_roles: sn_aia.admin and sn_aia.viewer

sn_aia.continuous_communicator_output_limit

Defines the maximum number of continuous outputs that the AI Agent Orchestrator can trigger to show to users. Default value: 3

sn_aia.continuous_tool_execution_limit

Defines the maximum consecutive number of uses for the same tool. Default value: 7

sn_aia.enable_usecase_tool_execution_mode_override

Enables running agentic workflows fully autonomously, overriding any non-automated tools in the agentic workflow. Default value: false

sn_aia.ltm.category.auto_create

Enables AI-generated categories if no matching categories exist. Default value: false

sn_aia.ltm.enable_long_term_memory

Enables long-term memory for AI agents. All previous user interactions are used as context for the LLM. Default value: false

sn_aia.maximum_agent_tools

Defines the maximum number of tools that can be assigned to an AI agent. Default value: 20

sn_aia.max_scheduled_trigger_query

Defines how many records are processed when a scheduled trigger is detected. Default value: 10

Write_role: admin

sn_aia.mid_skill_switch_enabled

Enables mid-skill switching. Default value: false

sn_aia.react_failure_retry_max_limit

Defines the maximum number of retries in case of an execution failure. Default value: 3

sn_nowassist_va.router_redirect_va_agentic

Determines AI agent discovery in Virtual Agent. If set to NEVER, Virtual Agent continues Q&A without any agentic AI.Default: ROUTER_DECISION

com.glide.cs.dynamic.capability.timeout

Defines the Timeout for AIA Proficiency Descriptor. Default value: 180.

Write_role: admin.

sn_aia.enable_follow_up

Enables users to continue the conversation with follow-ups after the agentic workflow execution is complete.Default value: true.

sn_aia.follow_up_message

Defines a follow-up message sent after execution is completed.Default Value: How otherwise can I help you?

sn_aia.allow_context_sharing

Enables the sharing of short-term memory, allowing context to persist across execution within the same conversation.Default Value: true

sn_aia.agent_strategy_choice_enabled

Enables to show the LLM reasoning strategy in the agent setup screen.Default Value: false

sn_aia.context_sharing_strategy

This property defines the strategy to use for storing short-term memory for an execution.Default Value: summarise

sn_aia.enable_agent_tool_input_value_overrides

Enables you to override the agent tool description.Default Value: true.

sn_aia.follow_up_qna_failure_limit

Defines the limit to exit execution if the number of consecutive questions and answers aren't available in the follow-up.Default value: 1.

sn_aia.ltm.use_memory_for_ai_agent

Enables long-term memory for AI agent interactions. When enabled, stored user memories are utilized in AI agent interactions.Default value: true.

sn_aia.quick_mode_failure_retry_max_limit

Defines maximum limit for retries in case of a failure in Quick Mode execution.Default value: 3.

sn_aia.user_context_data

Defines a comma-separated list of user context data to be used with AI Agents. The list is used to pick the data available from knowledge graph API: getUserContext.

List of available user information:

  • profile
  • manager
  • reportees
  • assets

The user information can also be customized by overriding the method getUserContext via UserContextUtil.

If customized, the property must define the comma separated list of keys generated by the customized getUserContext method.

Default value: profile.

sn_aia.external_agents.enabled

Set to true to enable external agent features

sn_aia.external_agents.parallel_conversations.enabled

Enables or disables multiple simultaneous conversations per user

sn_mcp_client.cursor.max_iterations

Specifies the maximum number of cursor-based pagination iterations to perform when fetching MCP tools. Helps prevent excessive looping or API calls during data retrieval.

Note: Set this value to 0 to disable pagination iteration limits.

com.glide.agentic_processes_view.enabled

Enables the in-product experience for agentic workflows in the AI Workflows panel. Verify that this is set to true if you plan on using UI actions to run agentic workflows.

sys_generative_ai_prompt_config

References a config record via the generative AI Config field.

System property

Description

sn_aia.enable_episodic_memory

Enables episodic memory. When enabled, episodic memories from past interactions are collected and stored in sn_aia_memory and used in future interactions to enhance the overall experience.Default value: true.

sn_aia.enable_memory_limit

Maximum number of episodic memories to inject into prompt when an agent is invoked. Note: The maximum number of values allowed is less than or equal to 5.

sn_aia.use_episodic_memory_for_ai_agent

Enables episodic memory injection for AI agent interactions. When enabled, stored user memories are utilized in AI agent interactions.Default value: true.
## Properties on the Agent Properties table

The following properties are on the Agent Properties [sn_aia_property] table. These properties affect different AI agent behaviors.

Name

Description

Default value

alert.assist_spike_hours_to_check

Time interval, in hours, between running the scheduled job that checks for spikes in assist usage

3

alert.assist_spike_usage_percentage_threshold

Percentage increase required from previous job results to trigger the spike in assist usage notification

0.5 (50%)

alert.assist_spike_usage_threshold

Minimum number of assists to trigger the spike in assist usage notification

5000

alert.consecutive_error_count

Consecutive number of latency errors to trigger the latency notification

3

alert.llm_latency_threshold

Time taken, in seconds, for the LLM to respond before sending a latency error

10

alert.tool_latency_threshold

Time taken, in seconds, for a tool to finish executing before sending a latency error

300

enable_agent_tool_input_value_overrides

Determines whether tool input values can be overridden by the AI agent or other tools for use by another tool

false

execution_task.latency_thresholds

Determines thresholds on LLM and tool execution times and response tokens/character counts for tool calling
JSON
{  "llm": {    "timeBoundaries": [      5000,      10000    ],    "tokenLimit": 500  },  "tool": {    "timeBoundaries": [      200000,      300000    ],    "outputCharLimit": 10000  }}

follow_up_behaviour

Actions to take by the agentic workflow after it has finished executing. Each record applies to only one agentic workflow.

no_followup_close_conversation

show_citations

Determines whether agentic AI-generated responses in ServiceNow Otto panel or in Virtual Agent add citations for their output.

false

mcp_guardian_check

Determines whether AI Guardian runs on MCP tool executions.Note: To enable guardian check for MCP Client, ensure that you enable AI Guardian on AI Agent Studio > Settings page.

You can enable guardian check for MCP Client when the value is set to true. The default value is false.

kill_switch.mode

Controls how the feature responds to a detected breach.

warn_onlyOther values include:

  • off
  • enforce

kill_switch.consecutive_windows_duration

The total look-back span.

4320

kill_switch.max_fires_per_window

Fires per record that mark it as breaching.

5

kill_switch.min_distinct_records

Breaching records needed for the window to count as runaway.

25

kill_switch.window_size

Length of one observation window.

1440
The following properties are used to detect and avoid infinite recursion or execution loops. If you reach the max executions that match the query within the time window, any new executions matching the query will abort. You can adjust these values if you want to lower the threshold for detecting recursion.

Name

Description

Default value

recursive_check.create_max_executions

Maximum number of matching executions creating records

50

recursive_check.create_time_window

Time window, in minutes, for checking for matching executions creating records

15

recursive_check.query_for_create_record

Query for the fields of execution plans to create records to check if executions are repeating

objective={objective}^agent={agent}^ORusecase={usecase}

recursive_check.query_for_update_record

Query for the fields of execution plans to update records to check if executions are repeating

related_task_record={related_task_record}^objective={objective}^agent={agent}^ORusecase={usecase}

recursive_check.update_max_executions

Maximum number of matching executions updating a record

5

recursive_check.update_time_window

Time window, in minutes, for checking for matching execution updates

15
## AI agents tables installed

The following tables are installed so AI agents work as expected:

Table

Description

Agentic workflows [sn_aia_usecase]

List of configured agentic workflows.

AI Agents [sn_aia_agent]

List of configured AI agents.

Tools [sn_aia_tool]

List of tools used by an AI agent.

Strategies [sn_aia_strategy]

List of strategies used by an AI agent.

Teams [sn_aia_team]

Team that is a group of listed agents.

Team members [sn_aia_team_member]

List of teams mapped to an agent.

AIA Trigger Configurations [sn_aia_trigger_configuration]

List of triggers created for an agentic workflow.

Execution Tasks [sn_aia_execution_task]

List of tasks by execution plan ID.

Messages [sn_aia_message]

List of messages recorded in AI agent conversations to and from the human users.

Tools Executions [sn_aia_tools_execution]

List of tools executed by the plan ID.Note: The records in the Tools Executions table expire and are set to unavailable after a period of 13 months.

Execution Plans [sn_aia_execution_plan]

List of plan executions by conversation ID.

Agent Tools [sn_aia_agent_tool_m2m]

List of tools mapped to an AI agent, and the maximum number of automatic executions for each tool.

AI Agent configs [sn_aia_agent_config]

List of active AI agents configured for the proficiency that they’ll be used in.

Agent properties [sn_aia_property]

Various properties that affect AI agent behavior.

Gen AI Metadata M2M [sn_aia_gen_ai_m2m]

List of Gen AI metadata and the maximum automatic executions. Maintains the mapping between sn_aia_execution_task and Gen AI log metadata. If two large language model (LLM) calls are made to the sn_aia_execution_task, then the sn_aia_gen_ai_m2m table has two records.

Report metrics [sn_aia_report_metric]

List of the report metrics.

Agent Access Role Configurations [sys_agent_access_role_configuration]

List of agent access roles. You can also create agent access roles from this table.

generative AI Configurations [sys_generative_ai_config]

Record that points to the actual model.

Invocation Sources [sn_aia_invocation_source]

Functions as a registry of entry points and helps track and define the different contexts or surfaces from which an AI agent can be invoked or triggered.

generative AI Log [sys_generative_ai_log]

Used for logging and auditing generative AI activity.
|Table|Description| |-----|-----------| |GAF record group \[sn\_gaf\_record\_group\]|Stores the output of the grouping skill. Each record represents a cluster of related records. You can open each record group record to discover which records were included within the cluster.| |GAF record group detail \[sn\_gaf\_record\_group\_detail\]|Contains the individual records that belong to each group GAF record group. You can also find if a record is marked to act as a representative of the cluster on these records.| |GAF action strategy result \[sn\_gaf\_action\_strategy\_result\]|Holds the results of the Action Strategy skill, which selects representative records from each group for downstream processing.| |GAF action mapper results \[sn\_gaf\_action\_mapper\_result\]|Stores the output of the Mapper skill, which maps new records to existing clusters.| |GAF action reducer results \[sn\_gaf\_action\_reducer\_result\]|Stores the result of the Action Reducer skill. The results include insights for entire clusters. For example, how to resolve incidents similar to those gathered in a cluster.|
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