Jira Service Management request management AI agent
This AI agent manages Jira Service Management customer requests. It creates requests and comments, performs transitions, manages participants and subscriptions, and looks up requests, comments, attachments, status history, and SLA information.
Workflow
The agent helps the user create, track, and update customer requests in Jira Service Management.
- Ask the user what they want to do and collect the details the action needs, such as the request key or service desk.
- Look up customer requests, their comments and attachments, status history, or SLA information.
- Create a new customer request or add a comment to one, using temporary files or attachments where needed.
- Look up the available transitions for a request and perform a transition.
- Add participants to a request or remove them.
- Check, start, or stop the subscription to updates for a request.
- Report the outcome to the user, including details of any error.
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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 |
Add Customer Request Participants Create Customer Request Create Customer Request Comment Create Temporary Attachment Create Temporary File Look up Comment Attachment Look up Customer Request Comments Look up Customer Request Participants Look up Customer Request Status History Look up Customer Request Transitions Look up Customer Requests Look up SLA Information Look up Subscription Status Perform Customer Request Transition Remove Customer Request Participants Subscribe Customer Request Unsubscribe Customer Request |
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Allowed user roles The specific user roles that can access this AI agent. |
snc_internal |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
snc_internal |
|
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 |
Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer. |
|
Used in agentic workflows |
Not applicable. |
Related topics
--- title: Jira Service Management request management AI agent description: This AI agent manages Jira Service Management customer requests. It creates requests and comments, performs transitions, manages participants and subscriptions, and looks up requests, comments, attachments, status history, and SLA information. locale: en-US canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/inth-jira-sm-jira-service-management-request-management-ai-agent.html release: brazil topic_type: reference last_updated: "2026-09-30" reading_time_minutes: 2 breadcrumb: [Jira Service Management Spoke AI agents, Integration Hub AI agents, Integration Hub, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Jira Service Management request management AI agent This AI agent manages Jira Service Management customer requests. It creates requests and comments, performs transitions, manages participants and subscriptions, and looks up requests, comments, attachments, status history, and SLA information. ## Workflow The agent helps the user create, track, and update customer requests in Jira Service Management. 1. Ask the user what they want to do and collect the details the action needs, such as the request key or service desk. 2. Look up customer requests, their comments and attachments, status history, or SLA information. 3. Create a new customer request or add a comment to one, using temporary files or attachments where needed. 4. Look up the available transitions for a request and perform a transition. 5. Add participants to a request or remove them. 6. Check, start, or stop the subscription to updates for a request. 7. Report the outcome to the user, including details of any error. <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/brazil/markdown/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Flow Actions** Add Customer Request Participants Create Customer Request Create Customer Request Comment Create Temporary Attachment Create Temporary File Look up Comment Attachment Look up Customer Request Comments Look up Customer Request Participants Look up Customer Request Status History Look up Customer Request Transitions Look up Customer Requests Look up SLA Information Look up Subscription Status Perform Customer Request Transition Remove Customer Request Participants Subscribe Customer Request Unsubscribe Customer Request </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> snc\_internal </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> snc\_internal </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/brazil/markdown/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/configure-now-assist-va.md). </td></tr><tr><td> Used in agentic workflows </td><td> Not applicable. </td></tr></tbody> </table>**Parent Topic:**[Jira Service Management Spoke AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/inth-jira-sm-ai-agents-overview.md) **Related topics** [Jira Service Management Spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/integrate-applications/jira-serv-mngmt.md) [Integration Hub spokes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/integrate-applications/spokes-list.md)
| title | Jira Service Management request management AI agent |
| description | This AI agent manages Jira Service Management customer requests. It creates requests and comments, performs transitions, manages participants and subscriptions, and looks up requests, comments, attachments, status history, and SLA information. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/intelligent-experiences/inth-jira-sm-jira-service-management-request-management-ai-agent.html |
| release | brazil |
| topic_type | reference |
| last_updated | 2026-09-30 |
| reading_time_minutes | 2 |
| breadcrumb | Jira Service Management Spoke AI agentsIntegration Hub AI agentsIntegration HubAI agents libraryAI agents and agentic workflowsEnable AI Experiences |