Activate AI workers in AI Agent Studio or Service Operations Workspace (SOW) and assign work.
Vorbereitungen
You must have the following applications and plugins installed:
- Service Operations Workspace ITSM Applications [sn_sow_itsm_cont] version 8.4
- Now Assist for IT Service Management (ITSM) version 12.1
- Zero Touch Service Desk plugin [sn_ztsd] version 1.0
See Assign the Service Desk Manager role in SOW for more information about the role required to onboard AI workers in SOW.
Role required: sn_aia.admin (for AI Agent Studio) or sn_itsm_common.sn_service_desk_agent (SOW)
Warum und wann dieser Vorgang ausgeführt wird
See step 1 if you are onboarding an AI worker in AI Agent Studio and step 2 if you are using SOW. Note the roles required for each listed in the Before you begin section.
Prozedur
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Navigate to .
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In the Ready-made AI automations section, in the AI workers tab, select Activate for the AI worker you want to onboard.
You are given the chance to make changes before you fully activate the AI worker.
If you don't see the AI worker you want to activate, go to the Create and manage tab in AI Agent Studio. Then, in the AI workers tab, select the AI worker you want to activate to open the guided setup.
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Add your AI worker to assignment groups.
AI workers can only work on records that are assigned to the assignment groups configured during the activation process.
If you want to make changes to the basic details or profile of the AI worker, you can select the edit button by the modal close button.
If you want to review the tasks that the AI worker can perform, select View details. This opens the full guided setup for the AI worker. See Edit the tasks of an AI worker for more details on the different tasks available and their configuration.
You can also select View details to test the AI worker's execution on a specific record before you activate the AI worker.
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Select Activate.
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Navigate to .
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On the Homepage, in the AI L1 Service Desk Specialist AI Worker card, select Activate.
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On the Confirm AI Worker Assignment window, review or modify the AI worker details.
In case, you want to modify the details, select the Edit icon and then select Save.
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Assign work to your AI worker manually or trigger automated assignments with assignment rules for Advanced Work Assignment (AWA).
An AI worker can't assign itself tasks. You must assign incidents to the AI worker like any other user.
To create a new assignment rule that assigns work to your AI L1 Service Desk Specialist, execute the following steps.
Hinweis: You must have the assignment_rule_admin or admin role to create a new assignment rule.
- Navigate to .
- Select New.
- In the Name field, enter a name for your assignment rule, such as "AI L1 Service Desk."
- In the Applies to tab, select the table and filter conditions for which tasks you want the L1 Service Desk AI Specialist to handle.
- In the Assign to tab, enter AI L1 Service Desk Specialist in the User field.
- Select Submit to create the new assignment rule.
For additional configuration for AWA, such as service channels and work item queues, navigate to .
For more information about creating assignment rules and AWA, see Create an assignment rule or Advanced Work Assignment in the ServiceNow documentation.
Ergebnisse
Your AI worker is active and can begin completing work for your team.