0
3.2.0
Australia, Zurich Patch 7, Zurich Patch 6, Zurich Patch 4, Zurich Patch 2, Zurich Patch 1, Yokohama Patch 11, Yokohama Patch 8, Yokohama Patch 6
Generative AI
Now Assist Agents for requestor enhances the requester experience by enabling intuitive, context‑aware access to tickets and approval requests directly through a conversational interface.
The app includes two AI agents:
- Request status AI agent – Lets users view all their open or closed tickets, check the status of requests, add comments or attachments, perform ticket actions (such as reopening or closing an incident), and respond to contextual Q&A about their requests. It simplifies task execution by allowing users to interact naturally without navigating to any specific portal page. The AI agent can respond to follow‑up questions and offer intelligent, context‑aware responses based on ticket details and information available in the activity stream.
- Approval assistance AI agent – Enables approvers to view their pending approval requests, access detailed context, and take approval actions directly from chat. The agent also introduces the approval checklist capability, using the Knowledge Graph, requester record, and Knowledge articles to surface relevant insights that provide recommendations to approvers. The checklist and agent responses can be configured using the Approval Configuration module to match different approval needs. Both agents leverage Now Assist capabilities and integrate seamlessly with ServiceNow portals for streamlined, real‑time interactions.
Request status agent:
- View, track, and manage all your open incidents and service requests in one place.
- Check the latest ticket status and get a summary of recent activity and comments.
- Add new comments or upload attachments directly within chat.
- Perform configured ticket actions such as resolve, close, or reopen as defined by administrators.
- Conduct natural Q&A on ticket details and activity history to quickly find specific information.
Approval assistance agent:
- Access, review, and act on pending approval requests using conversational commands.
- View related Knowledge articles, requester details, and contextual data with the approval checklist.
- Configure visibility and behavior of the checklist in the Approval Configuration module.
- The format of the response for Approval checklist generated through the skill is now JSON containing fields - met, unmet, unknown, summary, and resources.
- Revised the Request Status AI agent description to narrow its scope and prevent it from being triggered for unsupported use cases.
To access and use the Now Assist Agents for requestor:
- Ensure Now Assist for Requester is installed on your ServiceNow instance. It is automatically available when any Now Assist application (such as Now Assist for IT Service Management) is installed.
- Activate the desired agents from AI Agent Studio by activating their associated triggers and enabling Now Assist in Virtual Agent display settings.
- To use the approval assistance AI agent for any signed-in user, assign the roles approval_user and sn_request_approver_read.
- To enable the approval checklist functionality, configure your approval tables in the Service Portal under the Approval Configuration module.