Adding Agentic Workflow asset to Assistant

Al_Andrea
Tera Expert

3 weeks ago

Hi, we need to use an agentic workflow in servicenow otto for virtual agent, but on the assistant, when we try to link an asset the agentic workflow does not show up in the list.

I have seen however on an other instance that agentic workflow is correctly linked and functions.

Can someone help me understand how to enable agentic workflows in assistants?

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sachinvic
Giga Guru

3 weeks ago

@Al_Andrea 

 

Hi,

Since the same agentic workflow is working in another instance, check the workflow activation and assistant/channel configuration in the affected instance first.

 

In Zurich, an agentic workflow can be created and managed from AI Agent Studio, but that does not automatically make it available to every assistant. ServiceNow provides a Select channels and access step where you specify which Now Assist assistants can invoke the agentic workflow.

 

I would check the following:

  1. Go to AI Agent Studio >> Agentic Workflows and open the workflow.

  2. Confirm the workflow is Active.

  3. Open the workflow's guided setup and check Select channels and access.

  4. Make sure the required Now Assist/Virtual Agent assistant is selected.

  5. Check the workflow's roles/access configuration and confirm the user has the required access.

  6. Also compare the workflow configuration between the working and non-working instances. This is usually the quickest way to identify what is missing.

You can also verify the workflow from Now Assist Center >> Asset inventory >> Agentic workflows. ServiceNow lists agentic workflows as AI assets there.

 

If the workflow is active and the correct assistant is selected but it still doesn't appear in the Assistant Designer asset list, compare the plugin/application activation, workflow configuration, roles, and assistant configuration between the two instances.

 

One additional point: if this is a prebuilt/service-provided agentic workflow, check whether its corresponding Now Assist product capability is installed and activated. ServiceNow's Zurich documentation lists agentic workflows by product and their activation/configuration requirements. 

 

💲Helpful? Please mark the response as Accepted Solution ✔️ and close the thread — this helps future readers find the solution faster.

 

Regards,
Sachinvic
✨ ArchX Certified | ✨ 16x ServiceNow AI MVP

 

 

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