---
title: Record management AI agent
description: This AI agent can fetch, update, create a record, link a knowledge base \(KB\) article, and copy an attachment to a record with details provided by the user.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/plat-ai-record-management-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-08-14"
reading_time_minutes: 2
breadcrumb: [ServiceNow AI Platform AI agents, ServiceNow AI Platform, AI agents library, AI assets, Enable AI experiences]
---

# Record management AI agent

This AI agent can fetch, update, create a record, link a knowledge base \(KB\) article, and copy an attachment to a record with details provided by the user.

## Workflow

1.  Fetch the record details and display it to the user.
2.  If the user approves, do the following as needed:
    -   Update the record.
    -   Create a record.
    -   Copy an attachment to the record.
    -   Display attachment details.
    -   Link a KB article to the record.
3.  Continue with the user as needed to solve the problem.

<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>

-   **Knowledge graphs**

User NLQ KG

-   **Scripts**

Attach Knowledge Article to Task

Get Attachment Details

Get Fields from Table

Get Task Tables

save activity notes

Validate UI Policies

-   **Subflows**

Copy Attachment to Record

Create the record

Get the record meta data

Get Related Lists

Update the record details

Update related records


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

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

snc\_internal, sn\_uxc\_gen\_ai.platform\_ai\_record\_mgmt

</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\_record\_mgmt, 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>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

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

Used in agentic workflows

</td><td>

-   Accelerate Complaint Case Handling
-   Process emails for tasks

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