Platform Request status AI agent

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of Platform Request status AI agent

    The Request status AI agent is an AI-powered assistant that allows ServiceNow users to efficiently view and update their support tickets through Virtual Agent, the Now Assist panel, or Microsoft Teams. It simplifies ticket management by enabling users to check ticket statuses, review comment histories, add comments, and upload attachments directly within conversational interfaces.

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    Key Features

    • Ticket Viewing and Status Updates: Users can list their open tickets, check the current status, and see summaries of previous comments from agents or AI.
    • Commenting and Attachments: Users can add comments or upload supporting documents (e.g., manager approvals) to tickets or incidents, which helps expedite request approvals and resolutions.
    • Interactive Follow-up Questions: The agent supports context-aware dialogue, allowing users to ask follow-up queries such as “Who is working on my ticket?” or “When did I submit this request?” without navigating away from the chat interface.
    • Ticket Actions: Beyond viewing, users can perform configured ticket tasks like reopening or resolving incidents, based on administrative Standard Ticket configurations.
    • Multi-Channel Access: Available via Virtual Agent, Now Assist panel, and Microsoft Teams, providing flexibility in how users engage with support tickets.

    Setup and Configuration

    • Prerequisites: Now Assist Agent for Requester must be installed, typically included with Now Assist for Platform or other Now Assist apps like ITSM.
    • Action Configuration: Administrators with appropriate roles (admin or spadmin) can configure available ticket actions via Standard Ticket settings, tailoring what users can do through the AI agent.
    • Activation: Enable the agent in AI Agent Studio by toggling Virtual Agent display to true and selecting the appropriate assistant.
    • Microsoft Teams Integration: Requires configuring an assistant for Teams channels and linking it in the AI Agent Studio setup.
    • Role Masking and Security: Access is controlled via role masking; ensure the AI agent has necessary roles (e.g., itil) to read relevant records and that security controls include these roles for user access.

    Access and Testing

    • Access the agent through AI Agent Studio under All > AI Agent Studio > Create and manage, then select the Request status AI agent.
    • Users with the sn.aiaadmin role can test the agent using sample utterances such as requesting a list of open tickets, checking ticket status, adding comments, or querying latest progress.

    Practical Benefits for ServiceNow Customers

    This AI agent streamlines ticket interactions by embedding ticket status checks and updates directly within conversational channels, reducing the need to navigate complex interfaces. It improves user experience by enabling natural language queries and attachments, accelerates resolution times by making approvals and comments easy to add, and supports flexible deployment across multiple communication platforms including Microsoft Teams.

    The Request status AI agent is an AI agent that enables you to view tickets and make updates to them from Now Assist in Virtual Agent, the Now Assist panel, or Microsoft Teams.

    Request status AI agent

    The Request status AI agent enables you to view your open tickets, check the status of tickets, view a summary of the previous comments from the AI agent or others working on the ticket, and add comments through Now Assist in Virtual Agent, the Now Assist panel, or Microsoft Teams.

    You can upload a file as an attachment to an open ticket or incident to support a request action. For example, if you lose your identity card you may request a replacement in the Request status AI agent. You may be asked to upload an email or document that has your manager's approval to get the replacement ID card. In the Request status AI agent, you just type, I need to attach a document to this incident or ticket. The Request status AI agent then provides the Click here to upload a file option within the AI agent chat for you to upload an attachment to the ticket. You upload the manager approval and the service agent can then approve your request for a new ID.

    To find more information about an open ticket, you can ask the Request status AI agent follow-up questions based on previous answers from the agent. For example:
    • Can you check the latest progress on my most recent request?
    • When did I submit this ticket?
    • Who is working on it?
    • I want to add a comment to my ticket.
    • I also want to add an attachment to my ticket.

    When you ask for the details of a request, you can perform any other ticket tasks configured by your administrator in the Standard Ticket configuration, such as reopening an incident, and resolving a ticket. You don't need to navigate to a specific page to view your tickets. The AI agent can ask follow-up questions and offer context-aware responses to simplify your experience.

    The tools and triggers that are associated with the Request status AI agent are provided by Now Assist applications. You can activate the AI agent by making triggers active and setting the display settings to include Virtual Agent. If you want to change this AI agent's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the AI agent instead.

    Prerequisites and setup

    To access this AI agent, you must have Now Assist Agent for Requester installed on your instance, which is installed with Now Assist for Platform. You can get Now Assist for Platform when you install any other Now Assist application, such as Now Assist for IT Service Management (ITSM).

    To configure which actions are available, a user with the admin or sp_admin role can configure the Standard Ticket configuration for a table. In the Standard Ticket actions related list, you can add, change, or remove actions. All actions available from the Standard Ticket configuration can be used by the Request status AI agent. See Configure actions for standard ticket page for more information.

    To make the Request status agent available for users, you must navigate to the Toggle display step of the guided setup in AI Agent Studio. Toggle Virtual Agent to true and select an assistant.

    To make the Request status AI agent available in Microsoft Teams, you must configure an assistant for Now Assist in Virtual Agent to use a Teams channel. See Display your assistant on a portal or channel for steps to enable Teams for your assistant. Then, in the Request status AI agent guided setup in AI Agent Studio, select the assistant you configured for Microsoft Teams in the Toggle display step.

    Role masking

    Required role:

    AI agents use role masking to determine which users can access them. Ones installed with Now Assist applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.

    In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to evaluate for readiness. For example, you can add the itil role to the AI agent's list of approved roles so that it can access Incident records.

    Accessing the Request status AI agent

    To access the AI agent:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Go to the AI Agents tab.
    3. Select Request status AI agent.

    Testing the Request Status AI agent

    You can test the Request Status AI agent on the Testing page of AI Agent Studio if you have the sn.aia_admin role. Select the AI agent and use utterances in the Task field like the following examples:

    Sample utterances

    After the agent has been activated in AI Agent Studio, enter phrases such as the following or similar queries to run the AI Agent in Virtual Agent, the Now Assist panel, or Microsoft Teams.

    • Can you list all open tickets I've created?
    • What's the current status of my incident INC001?
    • Add comment to INC001 "I need your help in fixing this request ASAP. Please prioritize this."
    • Can you check the latest progress on my most recent request?