--- sourceDocument: Brazil Release Notes sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/release-notes Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Release Notes ft:clusterId : - rn bundleId : - rn --- # L1 IT Service Desk AI Specialist release notes # L1 IT Service Desk AI Specialist release notes {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read The ServiceNow® L1 IT Service Desk AI Specialist application is an autonomous worker that investigates and resolves incidents end-to-end without human intervention. It's designed to support high-volume, repeatable L1 incidents enabling a live human agent to handle more complex issues. For incidents that come in as requests, it proposes the appropriate request item, such as a software access. See the following sections for release notes by version. ## About L1 IT Service Desk AI Specialist {#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-about} * Helps increase efficiency by automating high-volume, repeatable L1 incidents. * Enables a human to intervene in the automated process, if needed. * Helps free up live human agents to handle more complex issues. {#l1-it-service-desk-ai-specialist-rn__ul_m2t_qrc_gkc} See [L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=l1-service-desk-ai-specialist&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) for more information.{#l1-it-service-desk-ai-specialist-rn__l1-service-desk-ai-specialist-rn-about-2} ## Activation and other requirements {#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-requirements-activation} Activation information{#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-activation-info} : Install L1 IT Service Desk AI Specialist by requesting it from the ServiceNow Store. Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html). Contact your ServiceNow account manager to get started with L1 IT Service Desk AI Specialist. Note: Domain separation is not supported on this version of L1 IT Service Desk AI Specialist.{#l1-it-service-desk-ai-specialist-rn__itsm-mcp-server-rn-requirements-info-1} {#l1-it-service-desk-ai-specialist-rn__itsm-mcp-server-rn-requirements-info-1}{#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-activation-details} ## Accessibility and localization {#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-accessibility-localization} Localization information{#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-l10n-info} : Multi-language support for the L1 IT Service Desk AI Specialist may vary.{#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-localization-1} {#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-localization-1}{#l1-it-service-desk-ai-specialist-rn__l1-it-service-desk-ai-specialist-rn-a11y-l10n-details} ## Brazil Patch 0 and Version 1.2 {#ariaid-title2} The L1 IT Service Desk AI Specialist has been updated. ### What's new {#l1-it-service-desk-ai-specialist-rn-2026-10__l1-it-service-desk-ai-specialist-rn-2026-10-new} [Configure L1 IT Service Desk AI Specialist tasks](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) Response Templates : AI Admins can switch response templates between a fixed template and dynamic mode, where the AI Specialist writes activity notes, customer comments, work notes, and close notes from free-form instructions the administrator provides. [Catalog request submission and tracking](https://www.servicenow.com/docs/access?context=catalog-variable-collection-slot-fill-l1-sd-ai-spec&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US){#l1-it-service-desk-ai-specialist-rn-2026-10__l1-it-service-desk-ai-specialist-rn-2026-10-new-feature-1} : The L1 IT Service Desk AI Specialist can resolve incidents by submitting service catalog requests on behalf of users. The L1 IT Service Desk AI Specialist collects the required details through guided questions, submits or drafts the request, and resolves the linked incident so users can track fulfillment through the request. [Catalog performance analytics](https://www.servicenow.com/docs/access?context=catalog-tab-l1-sd-ai-spec&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) : A new Catalog tab on the AI Specialist performance dashboard shows drafted, submitted, abandoned, and canceled request volumes by catalog item. This gives administrators visibility into how well the AI Specialist is handling catalog-based resolutions. [AI Quality assessment for L1 IT Service Desk AI Specialist](https://www.servicenow.com/docs/access?context=qa-l1-sd-ai-spec&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US) : Evaluate L1 IT Service Desk AI Specialist's work, captured in a coaching assessment against the rubric defined on the coaching opportunity by using the AI Quality Assessment skill to get consistent, objective scoring. {#l1-it-service-desk-ai-specialist-rn-2026-10__l1-it-service-desk-ai-specialist-rn-2026-10-new-list} ## Version 1.1 {#ariaid-title3} The L1 IT Service Desk AI Specialist is a new application in ServiceNow Otto for IT Service Management (ITSM) in the Brazil release. ### What's new {#l1-it-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new} [Routing criteria configuration](https://www.servicenow.com/docs/access?context=config-tasks-l1-sd-ai-spec-sow&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US){#l1-it-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new-feature-1} : Enable hand-offs between the AI specialist and human agents if work is better handled by a different group or requires additional human oversight. [Routing decision criteria over time analytics](https://www.servicenow.com/docs/access?context=perf-overview-l1-sd-ai-spec&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US){#l1-it-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new-feature-2} : Shows how many incidents over time were reassigned because routing decision criteria matched. [Performance quality assessment analytics](https://www.servicenow.com/docs/access?context=perf-quality-l1-sd-ai-spec&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US){#l1-it-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new-feature-3} : Review how the AI Specialist measures up in each quality area using automatically generated quality assessments. You can monitor scores, compare different coaching opportunities, and pinpoint areas where quality can be enhanced. {#l1-it-service-desk-ai-specialist-rn-2026-09__l1-service-desk-si-specialist-rn-2026-09-new-list}