---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Suggest configuration items for a change request

# IT Service Management AI agent collection suggest configuration items for a change request {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Use the suggest configuration items for a change request agentic workflow to make the process of selecting configuration items during change creation conversational, intuitive, and efficient for users.

## Suggest configuration items for a change request agentic workflow overview {#now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request__section_vwx_vs3_pgc}

The suggest configuration items for a change request agentic workflow lets users quickly find and link relevant configuration items (CIs) to a change request from the ServiceNow Otto panel. The workflow analyzes change request
content and suggests appropriate CIs.

The user can also provide details such as class, location, and environment of the configuration item to refine the search.

To modify the suggest configuration items for a change request agentic workflow, [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and adjust the settings according to your requirements.  
Note:  
The workflow can be accessed by the itil role.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Suggest configuration items for a change request.
{#now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request__ol_qsk_tjc_j2c}  
Important:  
In the Edit trigger form, make sure that the Active button is turned on to enable the AI agent to trigger autonomously.

## AI agent used in the suggest configuration items for a change request agentic workflow {#now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request__section_mjj_rlk_j2c}

You can access the change CI suggestion AI agent in the Define key requirements screen by scrolling to the Add AI agents that can perform these steps section. The change CI suggestion AI agent assists users in
identifying and associating appropriate configuration items (CIs) with specific change requests. This agent analyzes the content of the change request and suggests relevant configuration items to the user.  
Important:  
In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

## Use the suggest configuration items for a change request agentic workflow {#now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request__section_yvs_w4k_j2c}

1. Review the information in the Define key requirements screen and make the necessary updates, and then select Save and Continue.
2. In the Select display screen, turn on the Display option to add the icon for the Now Assist panel in the menu bar.
3. Select Save and test.

   The agent executes the request for the workflow.
   Figure 1. Example of the suggest configuration items for a change request agentic workflow output in ServiceNow®AI Agent Studio
4. Access and use the suggest configuration items for a change request agentic workflow from the ServiceNow Otto panel.You can query in the ServiceNow Otto panel with the change request number. For the query instructions, read
   the steps specified in the List of steps field of the corresponding AI agent (change CI suggestion AI
   agent).

{#now-assist-itsm-aiagents-suggest-configuration-items-for-a-change-request__ol_xtj_trc_j2c}

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