Change Requests Agent

Last updated - 12 December, 2025

The Edwin AI Change Requests Agent analyzes recent and ongoing change activity to identify whether a change may be contributing to an issue, alert, or service disruption. It evaluates metadata, CI associations, categorization, implementation notes, approval states, and other change request fields to surface relevant changes tied to the affected infrastructure. This enables you to quickly determine if a change introduced risk, instability, or an unexpected impact.

When change request records are ingested into LogicMonitor, Edwin AI uses their CI relationships, timing, risk indicators, and implementation details to power the following capabilities:

• Recent or active change request lookups
• CI-based correlation between changes and incidents or alerts
• Change-driven incident verification to identify possible contributing changes

You can use natural-language queries with the Change Requests Agent to retrieve change details, such as checking if a CI has had a recent change or verifying whether an incident aligns with a recent implementation.

You can ask the Change Requests Agent the following types of questions:

• “Are there any recent or ongoing change requests related to this CI?”
• “Show me all changes implemented in the last 24 hours for this service.”

Requirements for using the Change Requests Agent

• Have a LogicMonitor Edwin AI account with the AI Agent SKU
• LMDX Integration version 2.6 or later installed and connected to your ITSM system
  For more information, see Installing LMDX. 
• Outbound connectivity from LDMX to LogicMonitor ingestion endpoints
  For more information, see Configuration Records. 

Enabling LDMX Change Request Ingestion for the Change Request Agent

1. Create a new record in your ServiceNow LMDX application.
   The following configuration value is required:

Field	Value
Table	Change Request

For more information, see Configure record creation from the new tab menu in Service Operations Workspace from ServiceNow. 

2. (Optional) To control which Change Request records LMDX sends to LogicMonitor, you can add filters that help limit ingestion to specific assignment groups, categories, or other fields available in your ServiceNow environment.
   For more information on types of LMDX filters, see Configuration Records. 
   For more information on filters and how to configure them, see Filters from ServiceNow.
3. To ensure the Change Requests Agent can view your historical data, enable Load Historical Records.

4. (Optional) When configuring trigger fields, you can send all relevant fields to Edwin by entering “Updated” as the value for the trigger field.
   For more information, see Configuration Records. 
5. Save your changes to apply the configuration.

To validate the data is being retrieved, you can ask the Agent a question about recent change requests.  

After configuration, the LMDX application sends change request data from your ServiceNow environment to Edwin AI. The Change Requests Agent evaluates this data and identifies historical incidents that match current change requests, enabling RCA and remediation recommendations in Edwin AI.