Platform Request status AI agent

  • Release version: Australia
  • Updated July 24, 2026
  • 4 minutes to read
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    Summary of Platform Request status AI agent

    The Request status AI agent enables ServiceNow customers to conveniently view and update their tickets using conversational interfaces such as ServiceNow Otto® in Virtual Agent, the ServiceNow Otto panel, or Microsoft Teams. It simplifies ticket management by allowing users to check ticket status, view comment summaries, add comments, and upload attachments directly within the AI-driven chat experience.

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    Key Features

    • Ticket Viewing and Status Updates: Users can list all open tickets, check the status of specific incidents, and inquire about ticket details such as submission date and assigned personnel.
    • Commenting and Attachments: Users can add comments to tickets and upload supporting files (e.g., manager approval documents) to aid request processing without navigating away from the chat interface.
    • Context-aware Interaction: The agent offers follow-up questions and responses tailored to previous interactions, enabling seamless, conversational ticket management.
    • Administrative Configuration: Administrators with appropriate roles can customize available ticket actions through the Standard Ticket configuration, adding flexibility to the agent’s capabilities.
    • Multi-Channel Access: The AI agent can be activated and accessed via Virtual Agent, the ServiceNow Otto panel, or Microsoft Teams, broadening user engagement options.
    • Role-Based Security: Access is controlled through role masking and security controls to ensure only authorized users can interact with the agent and access ticket data.

    Setup and Activation

    • The AI agent comes pre-installed with specific ServiceNow applications; entitlement checks are recommended before use.
    • Administrators must enable the agent in AI Agent Studio by toggling display settings and selecting the appropriate assistant for the desired channel (Virtual Agent or Microsoft Teams).
    • For Microsoft Teams integration, configure a ServiceNow Otto assistant to use the Teams channel and activate it within the agent’s setup.
    • Security roles must be assigned correctly to enable data access and user interaction with the agent.

    Testing and Use

    • Users with the sn.aiaadmin role can test the agent via AI Agent Studio’s Testing page using example utterances like requesting open tickets, checking incident status, or adding comments.
    • After activation, end users interact with the agent using natural language to perform ticket-related tasks efficiently within their preferred interface.

    The Request status AI agent is an AI agent that enables you to view tickets and make updates to them from ServiceNow Otto® in Virtual Agent, the ServiceNow Otto panel, or Microsoft Teams.

    Request status AI agent

    The Request status AI agent enables you to view your open tickets. It also enables you to check the status of tickets and view a summary of the previous comments from the AI agent or others working on the ticket. You can also add comments through ServiceNow Otto in Virtual Agent, the ServiceNow Otto 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.

    To find more information about an open ticket, you can ask the Request status AI agent follow-up questions based on previous answers from the agent. For example:
    • 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.

    When you ask for the details of a request, you can perform any other ticket tasks configured by your administrator in the Standard Ticket configuration. For example, when reopening an incident and resolving a ticket. You don't have to navigate to a specific page to view your tickets. The AI agent can ask follow-up questions and offer context-aware responses to simplify your experience.

    The tools and triggers associated with the Request status AI agent are provided by ServiceNow Otto applications. You can activate the AI agent by making triggers active and setting the display settings to include Virtual Agent. If you want to change this AI agent's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the AI agent instead.

    Prerequisites and setup

    This AI agent is installed with certain applications. Check your entitlements for details.

    To configure which actions are available, a user with the admin or sp_admin role can configure the Standard Ticket configuration for a table. In the Standard Ticket actions related list, you can add, change, or remove actions. All actions available from the Standard Ticket configuration can be used by the Request status AI agent. See Configure actions for standard ticket page for more information.

    To make the Request status agent available for users, you must navigate to the Toggle display step of the guided setup in AI Agent Studio. Toggle Virtual Agent to true and select an assistant.

    To make the Request status AI agent available in Microsoft Teams, you must configure an assistant for ServiceNow Otto in Virtual Agent to use a Teams channel. See Display your assistant on a portal or channel for steps to enable Teams for your assistant. Then, in the Request status AI agent guided setup in AI Agent Studio, select the assistant you configured for Microsoft Teams in the Toggle display step.

    Role masking

    AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.

    In the data access settings, you must also add the necessary roles to enable reading of the tables for the records you want to evaluate for readiness. For example, you can add the itil role to the AI agent's list of approved roles so that it can access Incident records.

    Accessing the Request status AI agent

    To access the AI agent:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Go to the AI Agents tab.
    3. Select Request status AI agent.

    Testing the Request Status AI agent

    You can test the Request Status AI agent on the Testing page of AI Agent Studio if you have the sn.aia_admin role. Select the AI agent and use utterances in the Task field like the following examples:

    Sample utterances

    After the agent has been activated in AI Agent Studio, enter phrases such as the following or similar queries to run the AI Agent in Virtual Agent, the ServiceNow Otto panel, or Microsoft Teams.

    • Can you list all open tickets I've created?
    • What's the current status of my incident INC001?
    • Add comment to INC001 "I need your help in fixing this request ASAP. Please prioritize this."
    • Can you check the latest progress on my most recent request?