Standard change template recommender AI agent
This AI agent helps users create and submit change requests. Invoke it whenever the user asks to log, create, submit, initiate, or help with a change record of any type (standard, routine, scheduled, maintenance, infrastructure, software, database, security, or any changes specific to IT service management).
Workflow
The agent guides users through the process of selecting a change type and providing appropriate options based on their selection. It retrieves historical template data, suggests templates, and generates links for creating changes.
- Ask the user what kind of change they want to make: Standard, Normal, or Emergency.
- For Normal or Emergency changes, generate the change link.
- For a Standard change, ask the user to choose a template, then generate the change link.
|
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 |
Change request template catalog search tool Change template info gatherer tool Create change link creator |
|
Allowed user roles The specific user roles that can access this AI agent. |
itil, sn_change_write |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
itil, sn_change_write |
|
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 |
Change Creation Guide |
Parent Topic:IT Service Management AI agents
--- title: Standard change template recommender AI agent description: This AI agent helps users create and submit change requests. Invoke it whenever the user asks to log, create, submit, initiate, or help with a change record of any type \(standard, routine, scheduled, maintenance, infrastructure, software, database, security, or any changes specific to IT service management\). locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/itsm-standard-change-template-recommender-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] --- # Standard change template recommender AI agent This AI agent helps users create and submit change requests. Invoke it whenever the user asks to log, create, submit, initiate, or help with a change record of any type \(standard, routine, scheduled, maintenance, infrastructure, software, database, security, or any changes specific to IT service management\). ## Workflow The agent guides users through the process of selecting a change type and providing appropriate options based on their selection. It retrieves historical template data, suggests templates, and generates links for creating changes. 1. Ask the user what kind of change they want to make: Standard, Normal, or Emergency. 2. For Normal or Emergency changes, generate the change link. 3. For a Standard change, ask the user to choose a template, then generate the change link. <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** Change request template catalog search tool Change template info gatherer tool Create change link creator </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> itil, sn\_change\_write </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, sn\_change\_write </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> Change Creation Guide </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 | Standard change template recommender AI agent |
| description | This AI agent helps users create and submit change requests. Invoke it whenever the user asks to log, create, submit, initiate, or help with a change record of any type \(standard, routine, scheduled, maintenance, infrastructure, software, database, security, or any changes specific to IT service management\). |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/itsm-standard-change-template-recommender-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 |