Incident context AI agent
This AI agent helps users answer questions related to a given incident using information from the incident record and its related records. This agent is strictly read-only — it can only retrieve and present information.
Workflow
The agent cannot update, modify, or perform any write operations on any records (such as adding comments, changing fields, reassigning, resolving, or closing incidents).
- Derive incident number from user context or ask user for the number.
- Use the Get incident details tool to analyze the incident details and rewrite the user's question by replacing references with actual details from the incident.
- Use the Search across adjacent task records using expanded query tool to find answers that may not be directly linked to the incident itself, such as a system outage.
- Validate the quality of information returned by the tools.
- Communicate the results.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
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. |
|
Allow AI specialists to access this AI agent |
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. |
|
Manage long-term memory |
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. |
|
Tools |
Extract details from related records Get details of Incident Get Records Search across adjacent task records using expanded query |
|
Allowed user roles The specific user roles that can access this AI agent. |
itil |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
itil |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Enable the AI agent for the ServiceNow Otto panel. |
|
Used in agentic workflows |
Incident assist |
Parent Topic:IT Service Management AI agents
--- title: Incident context AI agent description: This AI agent helps users answer questions related to a given incident using information from the incident record and its related records. This agent is strictly read-only — it can only retrieve and present information. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/itsm-incident-context-ai-agent.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 2 breadcrumb: [IT Service Management AI agents, IT Service Management, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Incident context AI agent This AI agent helps users answer questions related to a given incident using information from the incident record and its related records. This agent is strictly read-only — it can only retrieve and present information. ## Workflow The agent cannot update, modify, or perform any write operations on any records \(such as adding comments, changing fields, reassigning, resolving, or closing incidents\). 1. Derive incident number from user context or ask user for the number. 2. Use the Get incident details tool to analyze the incident details and rewrite the user's question by replacing references with actual details from the incident. 3. Use the Search across adjacent task records using expanded query tool to find answers that may not be directly linked to the incident itself, such as a system outage. 4. Validate the quality of information returned by the tools. 5. Communicate the results. <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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Scripts** Extract details from related records Get details of Incident Get Records Search across adjacent task records using expanded query </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> itil </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> itil </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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Enable the AI agent for the ServiceNow Otto panel. </td></tr><tr><td> Used in agentic workflows </td><td> Incident assist </td></tr></tbody> </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). **Parent Topic:**[IT Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/itsm-ai-agents-overview.md)
| title | Incident context AI agent |
| description | This AI agent helps users answer questions related to a given incident using information from the incident record and its related records. This agent is strictly read-only — it can only retrieve and present information. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/itsm-incident-context-ai-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 2 |
| breadcrumb | IT Service Management AI agentsIT Service ManagementAI agents libraryAI agents and agentic workflowsEnable AI Experiences |