Now Assist for Enterprise Asset Management (EAM) help manage enterprise asset requests agentic workflow

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 10 min. de leitura

    • You can use the help manage enterprise asset requests agentic workflow to fulfill enterprise asset requests autonomously. The workflow uses a collection of AI agents to automatically source assets for these requests.

    Help manage enterprise asset requests agentic workflow overview

    The help manage enterprise asset requests agentic workflow automates the enterprise asset sourcing process so that you can fulfill enterprise asset requests with little to no human intervention. This automation can help provide the following benefits:
    • Increases request resolution.
    • Improves operational efficiency.
    • Enhances and simplifies the user experience.
    Based on the available inventory across your stockrooms, the workflow uses AI agents to automatically source assets through one of the following options:
    Tabela 1. Automatic sourcing options for enterprise asset requests
    Sourcing option Description
    Local inventory

    The AI agent automatically uses assets that are available in a local stockroom.

    This sourcing option is available only when a minimum of one stockroom within the location of the requester has the Auto-consume option enabled. If multiple stockrooms have this option enabled, the AI agent uses assets from the stockroom with the highest available quantity first. If any additional assets are required, the AI agent then uses assets from the stockroom with the next highest quantity.

    Nota:
    For instructions on how to enable the Auto-consume option, see Create stockroom for enterprise assets.
    Transfer order

    The AI agent automatically generates a transfer order to move assets between stockrooms.

    This sourcing option is available only under the following conditions:
    • A minimum of one destination stockroom within the location of the requester has the Auto-transfer option enabled.
    • A minimum of one source stockroom has the Auto-transfer option enabled.

    • Destination stockrooms are linked to source stockrooms through distribution channels. The order of stockrooms that you can source and transfer assets from is based on the rank of each stockroom.

      For more information on distribution channels, see Add a distribution channel to a stockroom in the Enterprise Asset Workspace.

    Nota:
    For instructions on how to enable the Auto-transfer option, see Create stockroom for enterprise assets.
    Purchase order

    The AI agent automatically generates a purchase order to obtain additional assets.

    This sourcing option is available only under the following conditions:
    • A minimum of one stockroom within the location of the requester has the Auto-purchase option enabled.
    • A minimum of one vendor is available to purchase the requested asset from.
    Nota:
    For instructions on how to enable the Auto-purchase option, see Create stockroom for enterprise assets.

    Role masking

    Agentic workflows and their 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 agentic workflow.

    Validating enterprise asset requests

    Before the help manage enterprise asset requests agentic workflow can begin sourcing assets for an enterprise asset request, it must validate the request. The workflow proceeds only if the request meets the following criteria:
    • The request has been approved.
    • Each requested asset has a valid and unique requested item (RITM) number.
    • Each requested asset can be sourced.
    • Each requested asset has not already been sourced.
    • Each requested asset is assigned to a user with the procurement_user role.
    • Each asset is either requested directly from the Enterprise Catalog or associated with one of the following models:
      • Any valid enterprise model
      • Any valid Operational Technology (OT) model

    Stages in the help manage enterprise asset requests agentic workflow

    The help manage enterprise asset requests agentic workflow fulfills enterprise asset requests through the following stages:
    Tabela 2. Workflow stages
    Stage Steps
    Enterprise asset request initiation
    1. A user with any role submits an enterprise asset request in the Service Catalog application.
    2. Depending on the total cost of the requested assets, the request is approved either automatically or by an asset manager.
      • If the total cost of the requested assets is less than the amount specified in the corresponding automatic approval rule, the request is approved automatically. By default, this amount is set to one thousand dollars.
      • If the total cost of the requested assets is more than the amount specified in the corresponding automatic approval rule, the request must be reviewed and approved by an asset manager.
      For more information on automatic approval rules, see Set automatic approval rules.
    Asset sourcing assignment
    1. After the request is approved, each requested asset must be assigned to a user with the procurement_user role.
    2. After each requested asset is assigned to a user, the help manage enterprise asset requests agentic workflow invokes automatically.
      Nota:
      If the trigger to invoke the workflow is deactivated, the workflow must be invoked manually.
      Nota:
      The progress of the workflow is always updated and displayed in the Now Assist panel. Users with the now_assist_panel_user role can access the Now Assist panel by selecting the Now Assist icon on the page header of their ServiceNow instance.
    Enterprise asset request validation The workflow validates the request.
    • If the validation is successful, the workflow can proceed with sourcing the requested assets.
    • If the validation is unsuccessful, the request must be updated and then re-validated.
    Asset sourcing and allocation After the request is successfully validated, the workflow sources the requested assets.
    1. The Asset Sourcing AI agent checks if the requested assets are available in any local stockrooms.
      • If the requested assets are available, the AI agent checks if the Auto-consume option is enabled for any stockrooms that those assets are located in.
        • If the Auto-consume option is enabled, the AI agent uses assets from those stockrooms.
        • If the Auto-consume option is disabled, the workflow proceeds to step 4.
      • If the requested assets are not available, or if additional assets must still be sourced, the workflow proceeds to step 2.
    2. The Asset Sourcing AI agent checks if the requested assets are available in any non-local stockrooms.
      • If the requested assets are available, the AI agent checks if the Auto-transfer option is enabled for any stockrooms that those assets are located in. The AI agent also checks if this option is enabled for any local stockrooms.
        Nota:
        In this scenario, the non-local stockrooms act as source stockrooms, while the local stockrooms act as destination stockrooms.
        • If the Auto-transfer option is enabled, the AI agent triggers the Transfer order creation AI agent. This AI agent creates a transfer order to move the requested assets from a source stockroom to a destination stockroom. If multiple source or destination stockrooms are available, the AI agent requests user input when creating the transfer order.
        • If the Auto-transfer option is disabled, the workflow proceeds to step 4.
      • If the requested assets are not available, or if additional assets must still be sourced, the workflow proceeds to step 3.
    3. The Asset Sourcing AI agent checks if the Auto-purchase option is enabled for any local stockrooms.
      • If the Auto-purchase option is enabled, the AI agent triggers the Purchase order creation AI agent. This AI agent creates a purchase order to obtain assets from a specified vendor. If multiple vendors are available, the AI agent requests user input when creating the purchase order.
      • If the Auto-purchase option is disabled, the workflow proceeds to step 4.
    4. If the requested assets cannot be sourced automatically, user intervention is required.
      1. The Asset Sourcing AI agent creates sourcing plans to confirm how it should proceed with sourcing each requested asset.
      2. The AI agent launches the Now Assist panel to initiate a conversation with each user who is assigned to a requested asset.
        Nota:
        Each user must have the now_assist_panel_user role to access the Now Assist panel.
      3. After reviewing the sourcing plan for an assigned asset, each user must either accept or reject the plan.
      4. Depending on whether a user accepts or rejects a sourcing plan, the workflow proceeds as follows:

        • If a user accepts a sourcing plan without requesting any modifications, the relevant AI agent sources the asset accordingly.

          Nota:
          If any modifications are required at a later time, the user must re-initiate the conversation in the Now Assist panel.
        • If a user rejects a sourcing plan, the requested asset must be sourced manually.
    1. Enterprise asset request initiation
    2. Asset sourcing assignment
    3. Enterprise asset request validation
    4. Asset sourcing and allocation

    AI agents used in the help manage enterprise asset requests agentic workflow

    The help manage enterprise asset requests agentic workflow uses the following AI agents to execute tasks for fulfilling enterprise asset requests.
    Tabela 4. AI agents and their roles in the help manage enterprise asset requests agentic workflow
    AI agent AI agent role
    Asset Sourcing AI agent Initiates the sourcing process for a requested asset. The AI agent prioritizes sourcing the asset from a local stockroom. If the asset is not available, or if the corresponding asset sourcing option is not enabled, the AI agent can trigger one of the following order creation AI agents to create either a transfer order or purchase order for the asset:
    • Transfer order creation AI agent to create a transfer order
    • Purchase order creation AI agent to create a purchase order
    Transfer order creation AI agent Sources the requested asset by creating a transfer order. If you have multiple source or destination stockrooms, the AI agent requests user input when creating the transfer order.
    Purchase order creation AI agent Sources the requested asset by creating a purchase order. If you have multiple destination stockrooms or vendors, the AI agent requests user input when creating the purchase order.