Configuring the Create Work Order AI agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Configure the Create Work Order AI agent to appear in the Now Assist panel (NAP) and Now Assist Virtual Agent (NAVA) on the ServiceNow Agent mobile application.

    Configure the Create Work Order agentic workflow for the Now Assist panel

    Configure the Create Work Order AI agent and agentic workflow to appear in the Now Assist panel.

    Before you begin

    Role required: wm_admin

    About this task

    The Create Work Order agentic workflow allows users to create work orders from the Now Assist panel. The Create Work Order AI agentic workflow is not activated by default, and must be configured to appear in the Now Assist panel.

    Procedure

    1. Navigate to All > AI Agent Studio > Create and manage > Agentic workflows.
    2. Select Create work order.
    3. Select Select channels and status.
    4. Toggle the Display for the Now Assist panel so that it's turned on.
      Create Work Order configuration screen with Display set to active.
      You have enabled the agentic workflow in the Now Assist panel. If the option isn't available, you must enable the panel first. For more information, see Activate the Now Assist panel standard chat.
    5. Select Save and test.

    Result

    The Create Work Order agentic workflow will appear in the Now Assist panel. The workflow can be triggered by asking Now Assist to create a work order, or by selecting the Create Work Order button. For more information, see Create a work order using Now Assist for Field Service Management (FSM).

    Configure the Create Work Order AI Agent for the Now Assist Virtual Agent

    Configure the Create Work Order AI agent to appear in the Now Assist Virtual Agent on the ServiceNow Agent mobile application.

    Before you begin

    Role required: wm_admin

    About this task

    The Create Work Order AI agent allows users to create work orders in the ServiceNow Agent mobile application using Now Assist Virtual Agent. The Create Work Order AI agent is not activated by default, and must be configured to appear in the ServiceNow Agent mobile application.

    Procedure

    1. Navigate to All > AI Agent Studio > Create and manage > AI Agent.
    2. Select Create work order.
    3. Select Select channels and status.
    4. Toggle the Allow slider for the Virtual Agent assistants so that it's turned on.
      Create Work Order configuration screen with Allow set to active.
    5. In the Chat assistants field, select Now Assist Virtual Agent for FSM.
    6. Select Save and test.

    Result

    The Create Work Order AI agent will appear in the ServiceNow Agent mobile application. The agent can be triggered by asking Now Assist to create a work order, or by selecting the Create Work Order button. For more information, see Create a work order on ServiceNow Agent using Now Assist for Field Service Management (FSM).