{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":23673,"path":"intelligent-experiences/inth-pagerduty-pagerduty-escalation-policy-management-ai-agent.md","title":"PagerDuty escalation policy management AI agent","bundle":null,"doc_type":null,"release":"australia","body":"\n# PagerDuty escalation policy management AI agent\n\nThis AI agent manages PagerDuty escalation policies. It creates, updates, and deletes policies and looks up a specific policy or a list of policies.\n\n## Workflow\n\nThe agent helps the user manage PagerDuty escalation policies.\n\n1.  Ask the user what they want to do and collect the details the action needs, such as the escalation policy ID or details.\n2.  Look up a specific escalation policy by ID or list policies.\n3.  Create a new escalation policy.\n4.  Update an existing escalation policy.\n5.  Delete an escalation policy.\n6.  Report the outcome to the user, including details of any error.\n\n<table><thead><tr><th>\n\nField\n\n</th><th>\n\nDescription\n\n</th></tr></thead><tbody><tr><td>\n\nAllow third party to access this AI agent\n\n</td><td>\n\nWhen 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.\n\n</td></tr><tr><td>\n\nAllow AI specialists to access this AI agent\n\n</td><td>\n\nWhen 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.\n\n</td></tr><tr><td>\n\nManage long-term memory\n\n</td><td>\n\nWhen 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).\n\n</td></tr><tr><td>\n\nTools\n\n</td><td>\n\n-   **Flow Actions**\n\nCreate Escalation Policy\n\nDelete Escalation Policy\n\nLook up Escalation Policies Stream\n\nLook up Escalation Policy by ID\n\nUpdate Escalation Policy\n\n\n</td></tr><tr><td>\n\nAllowed user roles The specific user roles that can access this AI agent.\n\n</td><td>\n\nsnc\\_internal\n\n</td></tr><tr><td>\n\nData access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.\n\n</td><td>\n\nsnc\\_internal\n\n</td></tr><tr><td>\n\nTriggers\n\n</td><td>\n\nOptional. 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).\n\n</td></tr><tr><td>\n\nChannels\n\n</td><td>\n\nConfigure 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).\n\n</td></tr><tr><td>\n\nUsed in agentic workflows\n\n</td><td>\n\nNot applicable.\n\n</td></tr></tbody>\n</table>**Parent Topic:**[PagerDuty Spoke AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/inth-pagerduty-ai-agents-overview.md)\n\n**Related topics**  \n\n\n[PagerDuty Spoke](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/integrate-applications/pagerduty-spoke.md)\n\n[Integration Hub spokes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/integrate-applications/spokes-list.md)\n\n"}}