Reference for Generative AI Controller

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Generative AI Controller

    The Generative AI Controller in ServiceNow Australia Release (updated March 12, 2026) provides comprehensive capabilities to manage and integrate generative AI features within the platform. It enables summarization, content generation, prompt handling, and monitoring of AI-driven workflows primarily through Workflow Studio and Virtual Agent Designer.

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    Key Features

    • Tables: The controller includes several tables to manage AI capabilities, configurations, usage, logging, and metrics:
      • Capability tables (e.g., sysoneextendcapability, sysoneextendcapabilitydefinition) define AI functions and input/output variable configurations for workflows.
      • Builder tables link capabilities to providers and components used in workflow and virtual agent design.
      • Usage tracking (sysoneextendusage) records where AI capabilities are used, including scripts and UI actions.
      • Logging tables record AI request/response data, errors, user feedback, and metrics for performance, safety, and auditing, e.g., sysgenerativeailog and sysgenerativeaimetric.
      • Model version mapping maintains clear associations between AI models, their versions, providers, and configurations.
    • Properties: Configurable system properties control default AI providers, logging behavior, token buffers for API requests, moderation messages, and domain entitlements for Now Assist features. For example:
      • com.sn.generative.ai.provider sets the default AI provider.
      • com.sn.generative.ai.logprompt enables or disables logging of AI API calls.
      • domain.llm.usage.entitled manages permission for domains to use Now Assist and LLM processing.
    • Security and Compliance: Logging of HR-related AI interactions is restricted to HR Administrators to ensure sensitive data protection. Logs are retained for 180 days but can be exported for longer retention.

    Practical Implications for ServiceNow Customers

    • Customers can leverage the Generative AI Controller to embed advanced AI capabilities into workflows and virtual agents with fine-grained control over input/output data and provider selection.
    • The extensive logging and metric tables enable monitoring AI performance, debugging, and compliance with data governance policies.
    • System properties allow customization of AI integration behavior, including moderation messaging and usage permissions, ensuring alignment with organizational policies.
    • Understanding the model version mappings helps in managing AI provider upgrades and configurations effectively within the ServiceNow environment.

    Reference topics provide information about Generative AI Controller tables, and properties.

    Tables installed

    Name Table Description
    OneExtend Capability sys_one_extend_capability Generative AI Controller capabilities that include Summarize, Record Summarization, Generate Content, and Generic Prompt.
    OneExtend Capability Definition sys_one_extend_capability_definition Attribute configuration for input and output variables for Workflow Studio subflows.
    OneExtend Capability Definition Attribute sys_one_extend_definition_attribute Input and output variables for Workflow Studio subflows. Variable names can't be changed if the capability is active and used on the instance. You can check whether a capability is used by going to the OneExtend Usages table.
    OneExtend Builder Config sys_one_extend_builder_config Determines which capability and provider is related to each builder component for Workflow Studio and Virtual Agent Designer.
    OneExtend Builder Capability sys_one_extend_builder_capability Definitions for a capacity and its provider for builder components.
    OneExtend Usage sys_one_extend_usage Each usage of a capability in a Workflow Studio or Virtual Agent Designer topic, as well as any scripts such as business rules or UI actions.
    Gen AI Log Metadata sys_gen_ai_log_metadata Logs data about requests to the LLMs, including information about definition, errors, user, and feedback provided.

    AI-generated content can be tracked for a duration beyond six months with Now Assist configuration option. You can export historical data by writing a script to copy it into a different table without deleting the information.
    Generative AI Metric sys_generative_ai_metric Logs various metrics to evaluate LLM response performance and accuracy, including edit score, edit distance, guardrail activity, and LLM model details. It also records sensitive topic triggers and their scores for safety monitoring.
    Gen AI Model Version Mapping sys_gen_ai_model_version_mapping Maintains mappings between AI model versions, their providers, and configuration details, providing a clear understanding of how source models map to target models. It also includes associated metadata, such as skill type, model type, resource associations, and provider information.
    Generative AI Log sys_generative_ai_log Logs Generative AI prompts, responses, and edited responses to debug LLM calls. Log records are retained for 180 days.

    HR-related logs are restricted to HR Administrators, ensuring sensitive information remains protected.

    For more information, see Generative AI Controller tables.

    Properties

    Table 1. Generative AI Controller properties
    Property Description
    com.sn.generative.ai.provider Default provider when capability definition has no default.

    Type: choice list

    No default value
    com.sn.generative.ai.ais.message Message that is displayed when AI Search fails to find an answer to a query.

    Type: string

    Default value: No answer found.
    com.sn.generative.ai.log_prompt Prompt that determines whether generative AI API calls are logged.

    Type: true | false

    Default value: true
    com.sn.generative.ai.moderation.message Message that is displayed if the OpenAI or Azure OpenAI moderation tools identify the content that goes against their terms of service.

    Type: string

    Default value: The response cannot be displayed as it’s deemed inappropriate by OpenAI.
    com.glide.one.extend.token.buffer Buffer that checks the request for the number of tokens before a OneExtend capability is executed. The maximum allowed request tokens are calculated based on the maximum tokens that are permitted by the AI provider's API minus the response token and buffer value that is specified in this system property.

    Type: integer

    Default value: 250
    domain.llm.usage.entitled Determines if a specific domain has permission to use the Now Assist features and whether to use the large language model (LLM) to process data for that domain or restrict its use.

    Type: true | false

    Default value: true

    Note:
    Setting domain.llm.usage.entitled to false, prevents a domain and its child domains from using Now Assist.

    External links

    Provider Data policy Usage policy
    Amazon Bedrock Data protection AWS Service Terms
    Aleph Alpha Data privacy Terms and Conditions
    Google Cloud Google Cloud Platform Terms of Service Google Cloud Platform Terms of Service
    IBM watsonx Keeping your data secure and compliant Foundation model terms of use in watsonx.ai
    Microsoft Azure OpenAI Data, privacy, and security for Azure OpenAI Service Code of conduct for Azure OpenAI Service
    OpenAI API data usage policies Usage policies