Platform Request status AI agent
Summarize
Summary of Platform Request status AI agent
The Request status AI agent is designed to help ServiceNow users easily view and update their open tickets through conversational interfaces such as Now Assist in Virtual Agent, the Now Assist panel, or Microsoft Teams. It enables users to check ticket statuses, review summaries of comments, add comments, and upload attachments directly within the AI chat experience, streamlining ticket management without needing to navigate away from their current workspace.
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This agent improves user experience by allowing natural language interactions to perform tasks like checking progress, submitting comments, attaching files for approvals, reopening incidents, and resolving tickets, based on configured capabilities.
Key Features
- View open tickets and their current status.
- Access summaries of prior comments from the AI agent or other users.
- Add comments and upload attachments directly to tickets (e.g., manager approvals for ID card replacements).
- Ask follow-up questions about tickets, such as submission dates and assigned agents.
- Perform additional ticket actions configured by administrators via the Standard Ticket configuration, including reopening or resolving tickets.
- Context-aware, conversational responses that simplify user interactions.
- Integration with Microsoft Teams for seamless access within collaboration platforms.
Setup and Configuration
To enable the Request status AI agent, customers must have Now Assist Agent for Requester installed, which comes with Now Assist for Platform and can be included when installing other Now Assist applications like Now Assist for ITSM.
Administrators with appropriate roles (admin or spadmin) can configure available ticket actions via the Standard Ticket configuration related list, controlling what users can do through the AI agent.
Activation involves toggling the AI agent display settings to include Virtual Agent and selecting an assistant in AI Agent Studio. For Microsoft Teams integration, an assistant must be configured to use the Teams channel.
Security and Access Control
The AI agent uses role masking to limit privileges during execution. Administrators should ensure that required roles are assigned and included in both security controls and data access settings to allow the AI agent to read and update ticket records securely. For example, adding the itil role enables access to incident records.
Testing and Usage
Administrators with the sn.aiaadmin role can test the agent in AI Agent Studio using sample utterances such as:
- “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?”
Once activated, users can interact with the agent naturally within Virtual Agent, Now Assist panel, or Microsoft Teams to manage requests efficiently.
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 overview
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.
- 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:
Role masking enables users to limit the roles and privileges of AI agents during tool execution. AI agents that get installed with Now Assist applications are assigned pre-defined roles. If you select Users with specific roles for user access, you must configure the security controls to include these roles. Data access settings must also 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
- Navigate to .
- Go to the AI Agents tab.
- 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?