Triage legal requests agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Triage legal requests agentic workflow

    The Triage legal requests agentic workflow in ServiceNow automates the categorization and transfer of general legal requests. It uses AI to predict the appropriate legal category and facilitates a transfer after confirmation from a legal fulfiller or group manager, streamlining legal request management.

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    To use this workflow, ensure all necessary configurations are completed, including API connections if your generative AI provider is not Now LLM Service. The workflow triggers when a general legal request is submitted with an assignment rule or when the Assigned to field is updated.

    Access and Roles

    Access to the workflow is available through AI Agent Studio for users with the snaia.admin role. Legal fulfillers or group managers with the nowassistpaneluser role can view and interact with the agentic workflow conversation in the Now Assist panel.

    AI Agents Involved

    • Record management AI agent: Extracts request details from descriptions.
    • Record field value prediction AI agent: Searches for similar records and predicts the legal category.
    • Transfer legal request AI agent: Acts as a supervised agent to confirm and initiate transfer based on the predicted legal category.

    Using the Workflow

    Legal fulfillers or group managers can open the Now Assist panel to view the agentic workflow conversation alongside the predicted legal category for a request. To transfer the request, enter "Yes" in the chat and send; this cancels the original request and creates a new one with the predicted category, closing the conversation. To decline transfer, enter "No," and the workflow simply closes the conversation without transferring.

    Use the Triage legal requests agentic workflow to predict the appropriate legal category and to initiate a transfer after a confirmation from the legal fulfiller or group manager.

    Triage legal requests agentic workflow overview

    Important:
    The agentic workflow is triggered under the following conditions:
    • A general legal request is submitted and an assignment rule is configured for it.
    • The Assigned to field is updated for a general legal request.

    The agentic workflow conversation can be seen in the Now Assist panel by the legal fulfiller or group manager with the now_assist_panel_user role.

    Accessing the Triage legal requests agentic workflow from the AI Agent studio

    You can access the agentic workflow from AI Agent Studio when you have the sn_aia.admin role.

    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Triage Legal Requests.

    AI agents used in the Triage legal requests agentic workflow

    Table 1. AI agents names and descriptions
    Name Description
    Record management AI agent Obtains the request details from the provided description.
    Record field value prediction AI agent Checks for similar records and predicts the legal category.
    Transfer legal request AI agent Is the supervised agent. The AI agent predicts the appropriate legal category, and initiates a transfer after a confirmation from the legal fulfiller.

    Using Triage legal requests agentic workflow

    The agentic workflow conversation can be seen in the Now Assist panel by the legal fulfiller or group manager with the now_assist_panel_user role.

    1. Open the Now Assist panel by selecting the Now Assist icon Now assist icon
    2. In the Now Assist chat panel, select the legal request under the active chat.
    3. See the agentic workflow conversation and the predicted legal category:
      • If you choose to transfer the general legal request, enter Yes and select the send icon (Send icon.) in the panel. When it's transferred, the original request is canceled and a new request is created with the predicted legal category. The agentic conversation is closed after the transfer of the legal request.
      • If you choose not to transfer the general legal request, enter No and select the send icon (Send icon.) in the panel. The general legal request isn’t transferred and the agentic conversation is closed.