--- sourceDocument: Australia Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/intelligent-experiences Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Example: Badge management automation # Example: Automate badge request management using Agentic Desktop {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 min. de leitura Automate various tasks related to badge requests through desktop actions using Agentic Desktop and AI agents. Your HR representatives manage repetitive badge-related tasks. For example, issuing new badges, distributing temporary badges, replacing lost badges, and disabling badges during offboarding. To streamline and automate this work, you can create a desktop action for each task and assign these actions to an AI Agent in AI Agent Studio. When new requests come in, HR representatives can trigger the AI agent from the Now Assist panel. The AI Agent automatically selects and runs the appropriate desktop action. This automation reduces manual effort and enables them to focus on higher-value work. ## Create badge desktop action in Agentic Desktop {#ariaid-title2} Automate various badge-related tasks through desktop actions in Agentic Desktop. ### Antes de Iniciar To access the Agentic Desktop functionality, perform the following steps: * Enable Agentic Desktop on your ServiceNow instance. For more information, see [Configure Agentic Desktop](https://servicenow-prod.fluidtopics.net/3VcWwOQSuz6Ew9ufsFD04w "You can enable the Agentic Desktop application (sn_desktop_agents) if you have the admin role."). * Download the Agentic Desktop installer to automate repetitive tasks across applications and systems. For more information, see [Download Agentic Desktop installer](https://servicenow-prod.fluidtopics.net/8a6cxzdJtIn~YN5M~hnP4w "Download the Agentic Desktop installer so that you can install Agentic Desktop on your Windows machine for designing and running desktop actions."). {#example-automate-badging-requests-ad__ul_urn_w5j_y2c} Confirm that the following system requirements are met: * Windows 11 operating system is used. * A .NET 9.0 runtime v9.0.10 and .NET 9 Desktop Runtime v9.0.10 is installed. * No extended monitors are connected. * Theme must match between the systems used for recording and execution. {#example-automate-badging-requests-ad__ul_gcr_cv3_hhc} Familiarize yourself with the Design workspace and Action recorder. For more information, see [Agentic Desktop Design workspace](https://servicenow-prod.fluidtopics.net/Fu0GWG9zICohe3YooYNCBQ "The Design workspace is an interactive environment within Agentic Desktop that enables you to create desktop actions by recording and configuring user interactions with desktop applications. The workspace provides a visual canvas where you can design multi-screen automation workflows that capture business processes across different applications.") and [Action recorder in Agentic Desktop](https://servicenow-prod.fluidtopics.net/JW~NZoUC2S4aanWViaxzIg "With Action recorder, you can auto-capture steps to automate repetitive tasks in Agentic Desktop. You can save the steps that you perform on the application elements as a reusable desktop action of type UI block."). Role required: sn_aia.admin ### Procedimento 1. From your Windows system, launch the Agentic Desktop application. 2. On the login page, in the Add ServiceNow URL field, enter the ServiceNow instance URL. For example, https://\.service-now.com. 3. Select Proceed. 4. Log in to your ServiceNow account by entering your user name and password. Your account must have the sn_aia.admin role. 5. On the Agentic Desktop home page, select Create desktop action. 6. In the New desktop action dialog box, select Auto-capture steps (recommended). 7. In the Name field, enter Create new badge. 8. In the Description field, enter Desktop action for issuing a badge to a new employee. 9. Select Start capturing. The Agentic Desktop window is minimized and the Action recorder panel is launched. You can freely drag and reposition the Action recorder panel anywhere on your desktop screen. 10. Open the Employee Badge Management application on your desktop. 11. From the Action recorder panel, select Start. You see that a "Recording started" message on the Action recorder panel. * Pause recording: You can skip recording steps by selecting Pause. * Discard recording: You can discard the recording if it doesn't meet your needs by selecting Discard. {#example-automate-badging-requests-ad__ul_zxv_r2d_3hc} 12. On the Employee Badge Management application, perform the following steps for creating a badge. The recorder feature records the steps that you perform for creating a badge. 1. Select CREATE BADGE on the New Badge tile. 2. In the New Badge Creation page, search for the employee using the employee ID. 3. After the employee record is found, select CREATE BADGE for creating badge. You see the success message that the new badge is created. {#example-automate-badging-requests-ad__substeps_ihn_hzj_3hc} 13. After you're done with all the steps, select Stop on the Action recorder panel. You see a "Drafting recorded action(s)" message on the Action recorder panel. The recorded steps are displayed as screenshots in the Design workspace with anchors and steps automatically assigned. Figura 1. Screen1 Figura 2. Screen2 Figura 3. Screen3 Figura 4. Screen4 Figura 5. Screen5 14. Configure the following properties for the captured steps. {#example-automate-badging-requests-ad__table_m31_q2m_3hc__entry__3} | Screen \> Step | Property | Value | |-|-|-| | Screen1 \> SetText1 | Value | admin | | Screen1 \> SetText2 | Value | Enter your password | | Screen1 \> Click1 | Delay after | 5 | | Screen2 \> Click2 | Delay after | 5 | | Screen3 \> Click2 | Delay after | 10 | [ ] {#example-automate-badging-requests-ad__table_m31_q2m_3hc} For more information, see [Screen, anchor, and step properties in Agentic Desktop](https://servicenow-prod.fluidtopics.net/0DRBoY7o6ChZ6toZBxxLUA "Learn about the properties of screens, anchors, and steps. There are multiple types of steps and each step type has distinct properties. You can update the properties to modify the behavior of the steps."). 15. Provide names for all added screens, anchors, and steps. When you create these elements, you can edit the auto-generated name, but follow these naming guidelines. * Name fields must not be empty. * Name fields must contain only alphanumeric characters. Spaces and special characters are not permitted. * Each name must be unique at its respective parent level. * Each screen must have a unique name at the desktop-action level. * Each anchor must have a unique name at the screen level. * Each step must have a unique name at the anchor level. {#example-automate-badging-requests-ad__ul_om5_wnz_3hc} {#example-automate-badging-requests-ad__ul_sjm_tnz_3hc} 16. Select the Details tab. 17. In the Applications list, add Badge Management Application. 18. Select Save. 19. Test and activate the desktop action. For more information, see [Test and activate a desktop action in Agentic Desktop](https://servicenow-prod.fluidtopics.net/RqGSwWEICDLMAfhJsT3Qsw "Test the desktop action and then activate it so that it’s available as a tool in the AI Agent Studio. You can add this tool to the AI agents that execute desktop actions in your desktop environment."). 20. Similarly, create and activate the following desktop actions. * Badge application login * Badge application logout * Reissue badge * Deactivate badge * Issue a temporary badge * Read Request details {#example-automate-badging-requests-ad__ul_sw4_kyf_3hc} {#example-automate-badging-requests-ad__steps_tbd_fwm_ghc} ## Create AI agents and add tools for badge management {#ariaid-title3} Create an AI agent in AI Agent Studio and add desktop action tools for automating badge-related requests. ### Antes de Iniciar Role required: sn_aia.admin ### Procedimento 1. Navigate to AllAI Agent StudioCreate and manageAI agents. 2. From the Add drop-down, select Chat. 3. On the New AI Agent page, in the Define the specialty step, define your AI agent and provide the specialties that this agent contains so that the LLM can analyze the wording you use to understand the purpose of the AI agent. Nota: The more details that you provide, the more accurately your AI agent can perform. 1. Describe your AI Agent by giving it a unique name and description. {#example-create-badging-ai-agent-ad__table_mp3_4nj_zcc__entry__2} | Field | Description | |-|-| | AI agent name | Badge Management Agent | | AI agent Description | This AI agent takes Requests details and launches the Employee Badge Management application and perform various tasks---create badges, deactivate badges, replace lost badges, and Reissue the badges. The agent executes the appropriate desktop actions automatically. This reduces manual effort, ensures process consistency, and speeds up the overall employee lifecycle experience. | [Tabela 1. Give it a unique name and description] {#example-create-badging-ai-agent-ad__table_mp3_4nj_zcc} 2. Define the role and necessary steps so that the AI agent can carry out its tasks. Nota: The AI agent uses this information as guidance to tailor its responses and actions. {#example-create-badging-ai-agent-ad__table_uj3_msj_zcc__entry__2} | Field | Description | |-|-| | AI agent role | Automates the intake of badge-related requests and performs accurate, end-to-end execution of badge actions---such as issuance, replacement, temporary provisioning, and deactivation---across the HR and security systems. | | List of steps | Nota: If your automation requires manual inputs, such as entering an OTP or CAPTCHA, you must provide instructions to the AI Agent to wait for the user input during execution. Otherwise, the automation can't proceed. Read the comma-separated Request numbers from the input by invoking the Read Request details desktop action. Launch and log in to the Employee Badge Management application by invoking the Badge application login desktop action. Based on the details of each Request, perform one of the following actions that is applicable. * Create a badge 1. Create a badge in Employee Badge Management application by invoking Create new badge desktop action. 2. If badge creation failed, create an incident with the issue details. Otherwise, continue with other steps. {#example-create-badging-ai-agent-ad__ol_uqp_rfp_jhc} * Deactivate a badge 1. Deactivate a badge in Employee Badge Management application by invoking Deactivate badge desktop action. 2. If badge deactivation failed, create an incident with the issue details. Otherwise, continue with other steps. {#example-create-badging-ai-agent-ad__ol_wsy_fhp_jhc} * Reissue Badge 1. Reissue a badge in Employee Badge Management application by invoking Reissue badge desktop action. 2. If badge deactivation failed, create an incident with the issue details. Otherwise, continue with other steps. {#example-create-badging-ai-agent-ad__ol_ac1_3hp_jhc} * Issue a temporary badge 1. Issue a temporary badge in Employee Badge Management application by invoking Issue temporary badge desktop action. 2. If badge reissue failed, create an incident with the issue details. Otherwise, continue with other steps. {#example-create-badging-ai-agent-ad__ol_qkg_jhp_jhc} {#example-create-badging-ai-agent-ad__ol_zkl_bfp_jhc} Log out of the Employee Badge Management application by invoking the Badge application logout desktop action. | [Tabela 2. Define the role and required steps] {#example-create-badging-ai-agent-ad__table_uj3_msj_zcc} 3. Select Save and continue. You're directed to the Add tools and information page. {#example-create-badging-ai-agent-ad__substeps_c1m_4m3_d2c} 4. On the Add tools and information page, add Desktop actions tools for AI agents to automate your desktop tasks. 1. In the Add tool drop-down list, select Desktop action. 2. In the Select a type of desktop action field, select UI block 3. In the Select a desktop action drop-down list, select Create new badge desktop action. This desktop action enables AI agents to create a badge in the Employee Badge Management application. 4. Provide a name and tool description for this desktop action configuration. Tool description of the desktop action helps with what it's going to do to assist your AI agent. Nota: This description is sent to the large language model (LLM). 5. In the Execution mode field, select Autonomous. 6. Select Add. The desktop action is added in the Desktop actions list on the Add tools and information page. 7. Similarly, add the following desktop actions related to the badge management to this AI agent. * Badge application login * Badge application logout * Reissue badge * Deactivate badge * Issue a temporary badge * Read Request details {#example-create-badging-ai-agent-ad__ul_sw4_kyf_3hc} {#example-create-badging-ai-agent-ad__substeps_dch_4cj_jhc} 5. Select Save and continue. 6. Complete the remaining steps that are necessary. For more information, see [Create an AI agent](https://servicenow-prod.fluidtopics.net/chZFlyDQMo37FD_2F3kM4Q "Create an AI agent in AI Agent Studio to solve problems for your users and coordinate with other AI agents while executing the agentic workflows."). 7. Select Save and test to complete the configuration steps or review a previous step by selecting Back. Selecting Save and test leads you to the AI agent testing page, where you can test the AI agent that you created. For more information, see [Manually test the execution of an AI agent](https://servicenow-prod.fluidtopics.net/cKbj82uA3k2zRtzDBZ4jUg "Analyze the execution of an AI agent so you can see that it functions the way that you defined it."). To test the AI agent, you must have the sn_aia.admin role and any roles the ACLs configured for the AI agent and its tools require, if applicable. {#example-create-badging-ai-agent-ad__steps_omg_4f3_jhc} ### O que Fazer Depois Enable your HR representatives to trigger AI agents from the Now Assist panel to address badge-related requests. For more information, see [Example: Use AI agents to process badge-related requests automatically](https://servicenow-prod.fluidtopics.net/FpKI_dijziCXBXj0qVJlwg "As an HR representative, automatically process various badge requests by triggering AI agents that use desktop action tools from the Now Assist panel.").