--- sourceDocument: Yokohama Enable AI sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/intelligent-experiences Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Request status AI agent # Platform Request status AI agent {#ariaid-title1} Release version: Yokohama Updated August 14, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Platform Request status AI agent The Request status AI agent is an AI-powered tool integrated with Now Assist in Virtual Agent, the Now Assist panel, and Microsoft Teams that enables users to efficiently view and update their open tickets. It allows you to check ticket statuses, review summaries of previous comments, add comments, and upload supporting attachments directly within the chat interface without navigating to different pages. Show full answer Show less This agent supports practical scenarios such as attaching manager-approved documents for requests like ID replacements. It also handles follow-up questions about ticket progress, submission date, assigned personnel, and allows performing configured ticket actions like reopening or resolving incidents. ## Key Features * View and manage open tickets with real-time status updates. * Add comments and upload attachments to support requests seamlessly. * Context-aware conversations with follow-up questions for detailed ticket information. * Perform standard ticket actions configured by administrators, such as resolving or reopening tickets. * Accessible through multiple channels: Virtual Agent, Now Assist panel, and Microsoft Teams. * Configurable via duplication and customization of AI agent instructions to fit specific organizational needs. * Role masking to control AI agent access and ensure appropriate security and data access. ## Prerequisites and Setup * Requires Now Assist Agent for Requester installed with Now Assist for Platform, which is included when installing other Now Assist applications like ServiceNow Otto for ITSM. * Administrators with admin or spadmin roles configure available ticket actions using the Standard Ticket configuration. * Activation involves toggling Virtual Agent display settings in AI Agent Studio and selecting an assistant. * To enable Microsoft Teams integration, configure an assistant for Now Assist in Virtual Agent with Teams channel support. * Role masking requires configuring security controls and data access roles to restrict AI agent privileges appropriately. ## Access and Testing * Access the AI agent via AI Agent Studio under All \> AI Agent Studio \> Create and manage, then select the Request status AI agent tab. * Testing is available on the Testing page of AI Agent Studio for users with the sn.aiaadmin role, using sample utterances such as viewing open tickets, checking ticket status, adding comments, and querying ticket progress. 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 {#ticket-status-aia__section_uzh_4q4_ghc} 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. To find more information about an open ticket, you can ask the Request status AI agent follow-up questions based on previous answers from the agent. For example: * 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. {#ticket-status-aia__ul_vzh_4q4_ghc} 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](https://servicenow-prod.fluidtopics.net/2QDgRp5937uRcuspSJPNUA "Duplicate an existing AI agent in AI Agent Studio so that you can save time by not having to manually configure or create AI agents."), 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 ServiceNow Otto 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 {#ticket-status-aia__section_n5v_2ck_jhc} Required role: [Role masking](https://servicenow-prod.fluidtopics.net/KXA9rY7HDpJq5qk3qK1KPg "Role masking for AI agents and agentic workflows running as dynamic users enhances security by enabling users to limit the roles with which AI agents and agentic workflows execute, verifying that AI agents run with minimum necessary privileges.") 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](https://servicenow-prod.fluidtopics.net/fNGvztRlJFgsWTIZCIhbIw "In the guided setup for an AI agent, define security controls for who can access the AI agent and what data the AI agent has access to."). 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 To access the AI agent: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Go to the AI Agents tab. 3. 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? *[\>]: and then