Change outage assistant AI agent

---
title: Change outage assistant AI agent
description: This AI agent creates outage records for the change request based on the impacted CIs.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/itsm-change-outage-assistant-ai-agent.html
release: brazil
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]
---

# Change outage assistant AI agent

This AI agent creates outage records for the change request based on the impacted CIs.

## Workflow

1.  Extract the current change request number or ask the user to provide it.
2.  Check if both Configuration Item and Affected CIs are missing from the change request. \(If both are missing, stop execution and notify the user.\)
3.  Check if the change request already has an outage created and display it to the user.
4.  Validate planned start and end dates.
5.  If the user approves, create the outage; otherwise, stop.
6.  Review CIs and impacted services with the user.
7.  Display the final outage 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/brazil/markdown/intelligent-experiences/na-aia-reference.md).

</td></tr><tr><td>

Tools

</td><td>

-   **Scripts**

Associate affected CIs to the outage

Associate impacted CIs to the outage

Create outage

Get details of Change request

Validate planned start and end date


</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/brazil/markdown/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>

Create outages for a change request

</td></tr></tbody>
</table>Learn more about IT Service Management at [IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/r_ITServiceManagement.md).

**Parent Topic:**[IT Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/itsm-ai-agents-overview.md)