Work allocator AI agent

reference brazil Updated Sep 10, 2026 1 min read plat-ai-work-allocator-ai-agent.md

This AI agent automatically fetches backlog tickets, evaluates agent workloads and performance metrics, and assigns tickets to agents in a way that optimizes distribution and operational efficiency.

Workflow

The agent is designed for support team managers and operations leads.

Assign tickets to agents optimally for the assignment group indicated by the user's input.
Update the records with the ticket assignment.
Display the ticket assignments to the user in a readable format.

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	Scripts Optimal ticket assignment Update record details
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.	sn_uxc_gen_ai.platform_ai_work_allocator
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	Help Optimize Team Productivity

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

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---
title: Work allocator AI agent
description: This AI agent automatically fetches backlog tickets, evaluates agent workloads and performance metrics, and assigns tickets to agents in a way that optimizes distribution and operational efficiency.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/intelligent-experiences/plat-ai-work-allocator-ai-agent.html
release: brazil
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [ServiceNow AI Platform AI agents, ServiceNow AI Platform, AI agents library, AI agents and agentic workflows, Enable AI Experiences]
---

# Work allocator AI agent

This AI agent automatically fetches backlog tickets, evaluates agent workloads and performance metrics, and assigns tickets to agents in a way that optimizes distribution and operational efficiency.

## Workflow

The agent is designed for support team managers and operations leads.

1.  Assign tickets to agents optimally for the assignment group indicated by the user's input.
2.  Update the records with the ticket assignment.
3.  Display the ticket assignments to the user in a readable format.

<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**

Optimal ticket assignment

Update record details


</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>

sn\_uxc\_gen\_ai.platform\_ai\_work\_allocator

</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>

Help Optimize Team Productivity

</td></tr></tbody>
</table>**Parent Topic:**[ServiceNow AI Platform AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/platform-ai-agents-overview.md)