Get RITM data in agent

[Apaul]

How can I get ritm data in ai agent? So when customer order a phone, by when the phone is going to delivered and what is the state of RITM, needs to be fetched. Anyone knows how to get the data?

[palanikumar]

Configure the below store app. This will give better outcome to requestor:

https://store.servicenow.com/store/app/e87e2d8f1bdd6a10159bc845624bcb3a

[nityabans27]

Hi @Apaul ,

How to fetch RITM data for AI Agent

1. Use the RITM Table (sc_req_item)

   • All requested item data is stored in sc_req_item.

   • Fields you’ll need:

     • number → RITM number (e.g., RITM0012345)

     • stage or state → Current status

     • expected_delivery or custom SLA fields → Delivery date

2. Expose via REST API (if external AI agent)

   • Endpoint:

     GET /api/now/table/sc_req_item?sysparm_query=number=RITM0012345

   • Returns JSON with state, stage, delivery date, etc.

   • The AI agent can consume this directly.

3. If using ServiceNow Virtual Agent

   • Create a Data Action in VA Designer:

     • Source table: sc_req_item

     • Inputs: RITM number / user ID

     • Outputs: state, expected delivery date

   • Bind those outputs into the conversation so the bot can respond like:
     “Your phone request (RITM0012345) is in In Progress state and expected to be delivered by 25 Sept 2025.”

4. If using AI Search or Generative AI Controller

   • Build a data source for sc_req_item and expose relevant fields.

   • The AI agent can query that source when user asks about order status.