---
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/australia/intelligent-experiences/plat-ai-work-allocator-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-08-14"
reading_time_minutes: 1
breadcrumb: [ServiceNow AI Platform AI agents, ServiceNow AI Platform, AI agents library, AI assets, 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/australia/markdown/australia/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/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>

Help Optimize Team Productivity

</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)