Configure Service Portal Approval Configuration record

Configure the Service Portal Approval Configuration record to make the Approval assistance AI agent and Approval Info Record widget work better for your specific use case.

Avant de commencer

Role required: admin or sp_admin

Remarque :

Now Assist support for portals includes all pages within the portal.

To define how a search query should be formed for checklist generation, configure the Service Portal Approval Configuration for a table.

The sc_request and sc_req_item tables are provided by default in Approval Configuration. You can configure additional tables to go through the approval workflow.

You can select the display fields that you want the AI agent to display in the results, such as a short description, opened by, and requested for. The display field order also applies to the Approval Info Record widget. You can add, change, or remove display fields for both the Approval assistance AI agent and the Approval Info Record widget.

The checklist uses KB articles and policies to assist the Approval assistance AI agent in decision making. The checklist fetches information from knowledge base articles about specific requester approval tickets. All fields that are available from the approval configuration can be used by the Approval assistance AI agent. If you do not configure a table for the AI agent, the Approval assistance AI agent uses the default fields.

Tableau 1. Approval Configuration

Configuration	Type	Description
*Name	String	The specific name of a table.
*Table	Drop down list	You can choose to configure additional tables to go through the approval workflow.
Application	Auto populated	You can choose an application scope, such as Global or Now Assist Agent for Requester.
*Active	Check box	Active is selected by default. If you clear the Active check box, then the configuration for this table will be disabled.
Display Fields Configuration	Tab	Display fields represent the information that the Approval assistance AI agent and Approval Info Record widget presents to the requester.
Gen AI Checklist & KB Search	Tab	Defines the table for which the approval checklist is generated and configures the Knowledge Base search fields used to build search queries for relevant articles.
Conditionally	Drop down list	Set the conditions that the records must meet to generate the approval checklist. For example: Short description > starts with > Tuition reimbursement.

Configuring the Approval Configuration record

To better control the table records that go through the approval workflow, configure the fields that you want to show in the Service Portal Approval Info Record widget and the Approval assistance AI agent.

Procédure

1. Navigate to All > Service Portal > Approval Configurations.
2. Modify an existing record, or click New.
3. Click the Display Fields Configuration tab.
4. Click Display fields.
5. Move the display fields from the Available list to the Selected list.
6. Use the arrows to change the order of the display fields.
   Remarque :

   The order of the display fields are also reflected in the Approval Info Record widget.
7. Click the Gen AI Checklist & KB Search tab.
8. In the Approval checklist list, select one of the following options.

   Choice	Action
   Always	Approval checklist generated by default for the records associated with the selected table.
   Never	No records will show an approval checklist.
   Conditionally	Set conditions that the records must meet to generate the approval checklist. For example: Short description > starts with > Tuition reimbursement.

9. Click KB search fields.
10. Move KB search fields from the Available list to the Selected list.
11. Click Update.

Que faire ensuite

Review how to set up and use the Approval assistance AI agent. For more information, see .