Configure LLM based provider notifications for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable LLM-based actionable provider notifications for ITSM.

    Before you begin

    Ensure the following:
    • You have the latest version of the IT Service Management for Microsoft 365.
    • The following LLM Assets have their Status as Published and are Active:
      • _view_approval_details_LLM_
      • _view_add_comments__LLM_

      To check, navigate to All > Conversational Interfaces > Virtual Agent > Designer.

    Role required: admin

    Procedure

    1. Navigate to ServiceNow for Microsoft 365 > Notifications > Provider Notifications.
    2. In the Notifications list, select Approvals - Actionable.
      1. Scroll down to the Related links, select Actions tab.
        Verify that two View Details notification actions are listed.
        Important:
        If only one action is listed, you must update to the latest version of the application.
      2. In the Related links, select Link Actions to Content.
      3. Select Approvals link action.
      4. Select the lock icon next to the Actions field.
      5. From the list of actions, select the other View Details action as well.
        Verify that the Actions field displays two View Details actions.
      6. Select Update.
      7. Save the form.
    3. In the Notifications list, select Incident commented actionable.
      1. Scroll down to the Related links, select Actions tab.
        Verify that two View last comment notification actions are listed.
        Important:
        If only one action is listed, you must update to the latest version of the application.
      2. In the Related links, select Link Actions to Content.
      3. Select Incident commented content actions.
      4. Select the lock icon next to the Actions field.
      5. From the list of actions, select the other View last comment action as well.
        Verify that the Actions field display two View last comment actions.
      6. Select Update.
      7. Save the form.

    What to do next

    You can customize the fields displayed in approval notifications. For more information, see Customizing approval notification fields.