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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Help resolve tuition requests

# Help resolve tuition requests agentic workflow for ServiceNow Otto for HRSD {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Help resolve tuition requests agentic workflow for ServiceNow Otto for HRSD

The Help resolve tuition requests agentic workflow in ServiceNow Otto simplifies the tuition pre-approval process for employees by evaluating submitted course information against company tuition reimbursement policies stored in knowledge articles.
This workflow is designed to guide employees through the pre-approval process before enrolling in courses and supports reimbursement requests for pre-approved and completed courses.
Show full answer Show less  
ServiceNow customers can access this workflow via **All \> AI Agent Studio \> Overview** and selecting **Agentic workflows \> Help resolve tuition requests**. This provides a structured approach to ensure tuition requests comply with company policies and improves transparency and efficiency in HR case handling.

## Key Features

* **Policy Evaluation:** The workflow uses AI agents to assess HR cases against tuition reimbursement policies automatically.
* **Pre-Approval Management:** AI agents check if a manager has approved tuition pre-approval requests or generate new requests as needed.
* **Case Closure Automation:** AI agents add resolution notes and move cases to closure or awaiting approval states.
* **Trigger-Based Execution:** The workflow activates when a case is assigned and in Ready or Work In Progress (WIP) state, or when a pre-approval case is created, updated, or manager-approved/rejected.
* **ServiceNow Otto Panel Integration:** Enabling the Otto panel allows HR agents to receive AI-generated notifications and case summaries directly in their interface, enhancing case management visibility.

## How This Helps ServiceNow Customers

* Ensures tuition requests are automatically validated against company policies, reducing manual review effort.
* Streamlines the pre-approval workflow by automating task generation and status updates, improving response times.
* Enhances communication with HR agents through timely AI notifications and resolution notes via the ServiceNow Otto panel.
* Supports compliance and consistent application of tuition reimbursement policies across the organization.  
The Help resolve tuition requests agentic workflow evaluates employee-submitted course information against company tuition policies found in knowledge articles to help employees understand whether their proposed course meets
reimbursement requirements and directs them through the pre-approval flow.

## Help resolve tuition requests overview {#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_b25_wzj_h2c}

The Help resolve tuition requests agentic workflow streamlines the tuition pre-approval process by evaluating the course information an employee submits against company policies found in knowledge articles.  
Note:  
This agentic workflow is designed for employees to receive pre-approval before enrolling in a course. The [Help resolve tuition requests](https://www.servicenow.com/docs/uVQ7JaNO7bliJH~Qs7q3xA "The Help resolve tuition reimbursement requests agentic workflow streamlines the reimbursement process by evaluating employee course reimbursement submissions against company policies and returning a decision of approval, denial, or request for additional information.") agentic workflow helps employees request reimbursement for pre-approved and completed courses.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioOverview.
2. Select Agentic workflowsHelp resolve tuition requests.

   The Define key requirements workflow is displayed. For more information, see [Help resolve tuition requests AI agents](https://www.servicenow.com/docs/fOJ1_Iv2ltK_zwyFFuGVSQ#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_kgq_whk_h2c).
3. Select Add a preferred trigger to review the trigger factors for this agentic workflow. For more information, see [Triggers for the Help resolve tuition requests agentic workflow](https://www.servicenow.com/docs/fOJ1_Iv2ltK_zwyFFuGVSQ#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_chn_zlf_j2c).
4. The Select a UI display option enables the ServiceNow Otto panel. For more information, see [Select display](https://www.servicenow.com/docs/fOJ1_Iv2ltK_zwyFFuGVSQ#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_bc5_ykn_x2c).
{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__ol_qsk_tjc_j2c}

## Help resolve tuition requests AI agents {#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_kgq_whk_h2c}

The following table lists the agents that are part of the Help resolve tuition requests agentic workflow.{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__table_x5b_snk_h2c__entry__2}

| AI agent | Description |
|-|-|
| Tuition reimbursement policy based HR case evaluation AI agent | Evaluates the HR case details against the company policy. |
| Tuition reimbursement case closure AI agent | Adds work notes with the resolution steps taken and moves the case to awaiting approval/close complete. |
| Tuition reimbursement preapproval task generation AI agent | Checks if the manager has approved a pre-approval request or creates a new pre-approval request. |
[Table 1. AI agents in the Help resolve tuition requests agentic workflow]

{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__table_x5b_snk_h2c}

## Triggers for the Help resolve tuition requests agentic workflow {#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_chn_zlf_j2c}

In the Help resolve tuition requests workflow, the agentic workflow begins executing when the case is assigned and in the Ready or WIP state.{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__table_pd1_pnz_tgc__entry__2}

| Trigger | Description |
|-|-|
| Manager approves/rejects tuition reimbursement pre-approval case | The workflow is triggered when the employee's manager approves or rejects the pre-approval request for tuition reimbursement. |
| Tuition Reimbursement Pre- Approval Case Created/Updated | The workflow is triggered when the case is created (employee submits the request) or when the case is updated. |
[Table 2. Triggers for Help resolve tuition requests agentic workflow]

{#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__table_pd1_pnz_tgc}

## Select display {#now-assist-hrsd-ai-agents-policy-resolving-tr-usecase__section_bc5_ykn_x2c}

In the Select a UI display workflow, you can enable the ServiceNow Otto panel display, which sends notifications to HR agents for the triggered case. When the ServiceNow Otto panel option is enabled, the AI agent output or notifications are displayed in the ServiceNow Otto panel.

Select this option to receive and review notifications by AI agents in the ServiceNow Otto panel. AI agents notify HR agents in the ServiceNow Otto panel with the case resolution and summarization notes.
**Related topics**   

* [AI Agent Studio (legacy)](https://www.servicenow.com/docs/access?context=na-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [Install ServiceNow Otto AI Agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [AI Agent Studio overview](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)

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