Fulfill enterprise asset requests by using the help manage enterprise asset requests agentic workflow

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  • Updated March 12, 2026
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    Summary of Fulfill enterprise asset requests by using the help manage enterprise asset requests agentic workflow

    The help manage enterprise asset requests agentic workflow enables ServiceNow customers to automate the fulfillment of enterprise asset requests with minimal human intervention. Leveraging AI agents, the workflow autonomously sources assets from local inventory, transfers between stockrooms, or creates purchase orders based on availability and configured options. This automation enhances request resolution rates, operational efficiency, and user experience in managing enterprise assets.

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    Key Features

    • Automatic Sourcing Options:
      • Local Inventory: Uses available assets in local stockrooms with the Auto-consume option enabled, prioritizing stockrooms by available quantity.
      • Transfer Order: Automatically generates transfer orders between stockrooms when Auto-transfer is enabled and distribution channels link source and destination stockrooms.
      • Purchase Order: Automatically creates purchase orders to vendors when Auto-purchase is enabled and no suitable stockroom assets are available.
    • Request Validation: Ensures requests are approved, assets are sourceable and unique, linked to valid requested items (RITMs), and assigned to users with the assetmanager role before sourcing begins.
    • Workflow Stages: Covers initiation by any user, automatic or manual approval based on cost, assignment to asset managers, validation, sourcing, and allocation.
    • Security Controls: Supports role masking and ACL configurations to control execution and access to agentic workflows and AI agents, ensuring secure automation.
    • User Interaction: When automatic sourcing options are insufficient, the workflow generates sourcing plans and engages assigned asset managers via the Now Assist panel to accept, modify, or reject plans.

    AI Agents and Their Roles

    • Asset Sourcing AI Agent: Initiates sourcing prioritizing local stockrooms and escalates to transfer or purchase order creation agents as needed.
    • Transfer Order Creation AI Agent: Creates transfer orders between stockrooms, requesting user input if multiple options exist.
    • Purchase Order Creation AI Agent: Creates purchase orders from vendors, requesting user input if multiple vendors or stockrooms are available.

    Practical Benefits for ServiceNow Customers

    • Automates complex asset sourcing, reducing manual effort and accelerating fulfillment.
    • Improves accuracy and efficiency by leveraging AI-driven decision-making based on stockroom configurations and inventory.
    • Offers configurable automation options to align with organizational policies such as auto-consume, auto-transfer, and auto-purchase.
    • Provides transparency and control through validation steps and interactive sourcing plans when automation requires human input.
    • Ensures secure execution through role-based access and ACLs, maintaining governance over asset request fulfillment processes.

    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.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

    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:
    Table 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 at least 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.

    Note:
    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:
    • At least one destination stockroom within the location of the requester has the Auto-transfer option enabled.
    • At least 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.

    Note:
    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:
    • At least one stockroom within the location of the requester has the Auto-purchase option enabled.
    • At least one vendor is available to purchase the requested asset from.
    Note:
    For instructions on how to enable the Auto-purchase option, see Create stockroom for enterprise assets.
    Important:
    You can enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in Now Assist AI agents.
    Important:
    By default, all agentic workflows and AI agent records are read-only.

    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 can be sourced.
    • Each requested asset has not already been sourced.
    • Each asset is either requested directly from the Enterprise Catalog or associated with one of the following models:
      • Any valid enterprise model
      • Any valid hardware model that is supported by the OT Asset Management application
    • Each requested asset corresponds with a requested item (RITM) under the enterprise asset request. Each RITM has a valid and unique RITM number.
    • Each RITM is assigned to a user with the asset_manager role.

    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:
    Table 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.
      Note:
      Each asset that the user requests corresponds with a requested item (RITM) under the enterprise asset request.
    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 RITM must be assigned to a user with the asset_manager role.
    2. After each RITM is assigned to a user, the help manage enterprise asset requests agentic workflow invokes automatically.
      Note:
      If the trigger to invoke the workflow is deactivated, the workflow must be invoked manually.
      Note:
      The progress of the workflow is always updated and displayed in the Now Assist panel. Users 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.
    Note:
    For the complete list of validation criteria, refer to Validating enterprise asset requests.
    • 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.
        • 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.
          Note:
          In this scenario, non-local stockrooms act as source stockrooms, while local stockrooms act as destination stockrooms.
        • 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.
      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.

          Note:
          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.

    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.
    Table 3. 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.