Request Status Agent - Add Attachment
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
6 hours ago
I am wanting to enhance the Request Status Agent to allow users to add attachments to their tickets. I made a copy of the agent, modified the prompt to account for this and added the file upload tool but I can't seem to get it to work.
Has anyone solved for this use case?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
2 hours ago
which ServiceNow Version You are On.
In ZURICH release - Request Status Agent has OOTB Feature to Add An Attachment to a Ticket. Refer This :-
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.
Sample Utterances
- 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.
Hope This Helps
Request
RP
