---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Approve your requests with AI Agent

# Manage approvals with Approval Assistance AI agent {#ariaid-title1}

* Release version: Zurich
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Manage the approvals that are assigned to you by using the Approval Assistance Agent for REQ and RITM.

## Before you begin

Ensure that you

* Download the ServiceNow Otto for Employee Experience plugin.
* Learn about AI agents and have read access to the record to auto-process approvals.
* Ensure you are on Zurich patch 4 or above.
* The agent supports only REQ and RITM.

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Role required: approver_user, sn_request_read, sn_write

## About this task

Use the Approval Assistance Agent to manage your assigned approvals. Using an AI agent, you can

* Pull all the information and records for approvals automatically.
* Review the policies, checklist, and evaluation criteria.
* Approve the requests based on the ServiceNow Otto recommended decision.
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## Procedure

1. Navigate to AllSelf-ServiceEmployee CenterMy tasks.
2. Select the request from the available list that you want to work on.  
   The details are displayed on the card with the summary.
3. Select the Review with ServiceNow Otto button.  
   ServiceNow Otto performs the following actions:
   * Triggers an AI agent to review the request.
   * Verifies the request for policy compliance.
   * Generates an eligibility checklist and criteria.
   * Shows the criteria for match or mismatch.
   * Provides an option to act on approval such as Approve and Reject  
     Note:  
     You can select View AI Agent Processing Steps to see the details.
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4. Select Approve or Reject.  
   Note:  
   Currently, HR requests aren't supported out-of-the-box.  
   The response appears I am ready to process your approval request for \<request description\>. Is it okay to proceed?
5. Select Yes or No.  
   Note:  
   The agent supports only REQ and RITM. HR requests aren't supported. However, by configuring the `sp_approval_configuration` record, you can set up support for HR case too.
6. Request is approved and moved from Open to the Completed tab.
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## What to do next

Review how to set up and use the Approval Assistance AI agent. For more information about agentic workflow and activating the required components, see the following topics:

* [Platform Approval assistance AI agent](https://www.servicenow.com/docs/access?context=platform-approval-aia&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
* [Activate an agentic workflow template](https://www.servicenow.com/docs/access?context=activate-aia-use-case&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
* [Modify an AI agent](https://www.servicenow.com/docs/access?context=modify-ai-agent&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)
* [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US)

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There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US).
**Related tasks**   

* [Check your to-do tasks by using the ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/l35VjJkbPEw_MdvaSeanJQ "Check your to-do and pending tasks by using the ServiceNow Otto for Virtual Agent AI chat window. By checking these tasks, you can stay organized, prioritize the most important tasks on your list, and monitor how you're doing against your deadlines.")
* [Check your approvals by using ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/OodqtPwb0TWZih6w6pj_Lw "Check the approvals that are assigned to you by using the ServiceNow Otto for Virtual Agent AI chat window. By checking your approvals before you begin your tasks, you avoid working on tasks that weren't approved and focus on what needs to be done.")
* [Check company news and events](https://www.servicenow.com/docs/cVHythZlhKtivSUURZDRiA "Stay connected and informed on company updates, events, announcements, and more with the help of the AI Agent in the Employee Center ServiceNow Otto for Virtual Agent.")
* [View summarization for approvals](https://www.servicenow.com/docs/ZxkQiwdwg9lK1LJxy_RB~w "Check the generated approval summaries for cases, requested items, and requests for approvals. Based on the trigger selection by your admin, you can see contextual summary of the approval.")

*[\>]: and then