IT Service Management AI agent collection Manage Microsoft 365 group members agentic workflow

  • Release version: Xanadu
  • Updated February 7, 2025
  • 2 minutes to read
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    Summary of IT Service Management AI agent collection Manage Microsoft 365 group members agentic workflow

    The Manage Microsoft 365 group members agentic workflow enables ServiceNow customers to autonomously add or remove users in Microsoft 365 email distribution groups. This workflow integrates with Microsoft Entra ID (formerly Microsoft Azure Active Directory) to manage group membership effectively within the ServiceNow IT Service Management environment.

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    To use this workflow, the Microsoft Entra ID spoke must be installed. The workflow does not have an automatic trigger and must be invoked manually through AI Agent Studio.

    Key Features

    • Group Member Management: Add or remove users from Microsoft 365 distribution lists directly from ServiceNow.
    • Approval Process Configuration: Optionally route membership changes through an approval process by configuring system properties such as snitsmaia.office365groupmemberapproval.required and specifying the approval group via snitsmaia.office365groupmemberapproval.groupid. By default, approval is enabled but can be disabled if not needed.
    • AI Agent Integration: Utilizes the Microsoft 365 group membership AI agent to look up groups and manage members.
    • Role-Based Access: Control which user roles can access and execute the workflow, with the itil role included by default.
    • Customizability: The workflow can be duplicated and modified to suit specific customer requirements, with the caveat to update all relevant instructions when making changes.

    Using the Workflow

    Customers can access the workflow by navigating to All > AI Agent Studio > Create and manage and selecting the Manage Microsoft 365 group members workflow. After reviewing and configuring the workflow screens (Describe and connect, Define trigger, Select display), the workflow can be saved and tested.

    Upon execution, the AI agent processes the request to add or remove users. Human agents receive notifications in AI Agent Studio to complete any required actions, following on-screen guidance.

    Why This Matters

    This workflow streamlines Microsoft 365 group membership management by automating user additions and removals while maintaining compliance through optional approvals. It reduces manual administration overhead and integrates smoothly with existing ServiceNow ITSM processes and security roles.

    Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.

    Manage Microsoft 365 group members agentic workflow overview

    Using the Manage Microsoft 365 group members agentic workflow, add or remove names and their email address from the Microsoft 365 email distribution list.

    Important:
    Note:
    The Manage Microsoft 365 group members agentic workflow doesn’t have a trigger and is invoked manually.

    To modify the Manage Microsoft 365 group members agentic workflow, duplicate it, and adjust the settings according to your requirements.

    Important:
    When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

    Manage Microsoft 365 group members

    Autonomously manage adding and removing users in a Microsoft 365 email distribution list.

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Manage Microsoft 365 group members.

    AI agents used in the Manage Microsoft 365 group members agentic workflow

    The Microsoft 365 group membership AI agent is used to look up Microsoft 365 groups and add or remove members from the email distribution list.

    Important:
    In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

    Add or remove group members in a Microsoft 365 group

    In the agentic workflow record:
    1. Review the information in the Describe and connect screen and in the Define trigger screen, make the necessary updates, and then select Save and Continue.
    2. In the Select display screen:
      1. Choose where you want the agentic workflow output to be displayed.
      2. Use the arrow next to it to add roles that can access the agentic workflow.
        Note:
        The itil role is added by default.
      3. Select Save and test.

        The agent executes the request for the agentic workflow.

    Example of the Manage Microsoft 365 group members agentic workflow output in the ServiceNow AI Agent StudioMicrosoft 365 group members agentic workflow output.

    In the AI Agent Studio, the human agent gets notified as soon as one or more users are added or removed so that they can follow the on-screen instructions and complete the task. For more information, see Request the generative AI capabilities in ITSM by using the Now Assist panel.