---
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 manage workplace reservations agentic workflow

# Help manage workplace reservations agentic workflow {#ariaid-title1}

Release version: Australia  
Updated July 28, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Help Manage Workplace Reservations Agentic Workflow

The Help Manage Workplace Reservations agentic AI workflow assists Workplace Event Planners in rescheduling planned workplace reservations efficiently.
It automates updating reservation details such as date, time, and duration, and manages location changes if the original location becomes unavailable.
This workflow integrates with ServiceNow's change event reservation cases and uses AI agents to handle the reservation update process autonomously, while allowing planners to interact via the ServiceNow Otto panel.
Show full answer Show less  

## Key Features

* **Automated Reservation Updates:** AI agents retrieve reservation details from change event cases and update them based on new scheduling requirements.
* **Location Management:** If the original reservation location is unavailable, AI agents propose alternative locations and require planner confirmation before making changes.
* **Interactive Notifications:** Workplace Event Planners receive notifications and can respond to AI queries through the ServiceNow Otto panel conversational interface.
* **Activity Logging:** All actions taken by AI agents are recorded in the workplace case notes, allowing planners to review the update history.
* **Trigger Conditions:** The workflow activates when a change event request is submitted and assigned to Workplace Event Planners for event planning services.
* **Role-Based Access:** Only users with the `nowassistpanelrole` receive AI notifications and can interact via the Otto panel.

## How It Works

* A workplace user submits a change event request to update a reservation.
* A workplace case is created and assigned to the Workplace Event planners group.
* The AI agents retrieve case and reservation details, analyze availability, and update reservation date, time, duration, and location as needed.
* If a location change is necessary, planners are presented with options and must confirm changes via the Otto panel.
* All updates and communications are logged in the case notes for transparency and auditing.

## Accessing and Managing the Workflow

* Navigate through ServiceNow: **All \> AI Agent Studio \> Overview \> Help manage workplace reservations**.
* Review workflow triggers, AI agents involved, and configure display options to enable notifications via the Now Assist panel.
* Ensure users handling these cases have the required roles to interact with AI agents and view notifications.

## AI Agents Involved

* **Case Retriever AI Agent:** Retrieves change event case and reservation details.
* **Reservation Analyzing AI Agent:** Assesses reservation status and suggests alternate spaces.
* **Reservation Updating AI Agent:** Performs updates to the reservation details.
* **Workplace Case Notes Updater:** Documents all AI actions within the workplace case notes.

## Benefits for ServiceNow Customers

* Streamlines the process of modifying workplace reservations, reducing manual effort for event planners.
* Improves accuracy and responsiveness in managing reservation changes, including handling location conflicts.
* Facilitates clear communication and collaboration via the integrated conversational interface.
* Ensures auditability and transparency through comprehensive activity logging.  
The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information from a workplace reservation and update an existing
planned reservation with a new date, time, and duration.

AI agents retrieve the reservation from the change event reservation case details. AI agents analyze an existing reservation before updating it with a new date and time. If the old location is not available while updating an existing
reservation, AI agents update and move the reservation to a new location. For more information, see [Submit a change event request for a reservation](https://www.servicenow.com/docs/AIkqC1aryc9l~wF5dngQEQ "As a workplace employee, request a change to the date, time, and duration of your planned event reservation.").

A change event request is submitted for updating an existing reservation by a workplace user. A workplace case is created with a new workplace service. The workplace case is assigned to a user in the Workplace Event planners
assignment group.  
The team of AI agents autonomously perform the following:

* Retrieve the change event request workplace case details when it assigned to a Workplace Event planner.
* Analyze the reservation retrieved from the previous step. If the old location is available while updating a reservation's date, time, and duration, AI agents update the reservation. If the old location is not available for reservation, AI agents move the reservation to a new location while updating the reservation date, time, and duration.
* Send notification to Workplace Event planners using the ServiceNow Otto panel conversational interface.

  Workplace Event planners can respond to AI agents queries using the conversational interface of the ServiceNow Otto panel. AI agents take confirmation from Workplace planners before updating a reservation to another location if the old location is not available. It shows three workplace locations. You can select the
  location or ask the AI agents to show more locations. AI agent provides a link for you to select and navigate to the reservation page to manually select a location of your choice.
  For more information, see [Review notifications in the ServiceNow Otto panel](https://www.servicenow.com/docs/RXw3_dW5zmWW96hFmSdWYQ "Review notifications by AI agents in the ServiceNow Otto panel.").
* Update the change event request case work notes with all the actions taken. Workplace Event planners can review the activity log to see the actions taken by AI agents to update a planned reservation event.For more information,
  see [View change event reservation case details](https://www.servicenow.com/docs/KbcHbjFHbeKU6W35AxPEsA "Workplace Event planners can view the change event reservation case details and the actions taken by AI agents in the case work notes.").

{#manage-workplace-reservations-agent-ai__ul_kkl_5pg_x2c}

For more information, see [View change event reservation case details](https://www.servicenow.com/docs/KbcHbjFHbeKU6W35AxPEsA "Workplace Event planners can view the change event reservation case details and the actions taken by AI agents in the case work notes.").

## Help manage workplace reservations {#manage-workplace-reservations-agent-ai__section_ltf_l1y_w2c}

To access the Help manage workflow reservations:

1. Navigate to AllAI Agent StudioOverviewHelp manage workplace reservations..

   The Describe and Connect workflow is displayed. For more information, see [AI agents used in the Help manage workplace reservations](https://www.servicenow.com/docs/JZpvsHTHQH_8phhv0Q57ag#manage-workplace-reservations-agent-ai__section_llt_xtb_1fc).
2. Select Define Trigger to review the trigger factor (Emergency Meeting rooms) for this agentic workflow. For more information, see [Triggers for Help manage workplace reservations](https://www.servicenow.com/docs/JZpvsHTHQH_8phhv0Q57ag#manage-workplace-reservations-agent-ai__section_eq4_15b_1fc)
3. The Select Display option enables the Now Assist panel. For more information, see [Select display](https://www.servicenow.com/docs/JZpvsHTHQH_8phhv0Q57ag#manage-workplace-reservations-agent-ai__section_bc5_ykn_x2c).
{#manage-workplace-reservations-agent-ai__ol_qsk_tjc_j2c}

## AI agents used in the Help manage workplace reservations {#manage-workplace-reservations-agent-ai__section_llt_xtb_1fc}

The Connect AI agents section in the Describe and Connect workflow displays the AI Agents that are working on the Help manage workplace reservations workflow.

The following agents are used in the Manage temporary space closures workflow:  
{#manage-workplace-reservations-agent-ai__table_cgv_crg_x2c__entry__3}

| AI agent Name | Description | AI agent tools and resourcesR |
|-|-|-|
| Reservation updating AI agent | Reservation updating AI agent | Update the reservation. |
| Case Retriever | Case Retriever | Get details of change event case details. |
| Reservation analyzing AI agent | Reservation analyzing AI agent | Get edit link of reservation and alternate space recommendations. |
| Workplace case notes updater | Workplace case notes updater. | Workplace case notes updated for a workplace case created for a change event request. |
[Table 1. Connect AI agents]

{#manage-workplace-reservations-agent-ai__table_cgv_crg_x2c}

## Triggers for Help manage workplace reservations {#manage-workplace-reservations-agent-ai__section_eq4_15b_1fc}

In the Define trigger workflow, the agentic workflow begins executing when the trigger meets the following conditions:{#manage-workplace-reservations-agent-ai__table_tdl_1zf_1fc__entry__2}

| Field | Description |
|-|-|
| Name | Reservation date change |
| Trigger | Created or updated A Change Event request is submitted and a workplace case is created. When the workplace case is assigned to Workplace Event planners, AI agenticHelp manage workplace reservations workflow is triggered. |
| Table | Workplace Case \[sn_wsd_case_workplace_case\] |
| Conditions | \[Assigned to\] \[is not empty\]\[Workplace service\] is \[Event Planning\] |
| Run as | assigned_to |
| Channel | Now Assist panel |
| Status | Active Note: When the status is Active, the AI agent is triggered autonomously. |
[Table 2. Existing Triggers]

{#manage-workplace-reservations-agent-ai__table_tdl_1zf_1fc}

## Select display {#manage-workplace-reservations-agent-ai__section_bc5_ykn_x2c}

In the Select display workflow, select Display to display the ServiceNow Otto panel. Workplace users with the now_assist_panel_role receive notifications 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.  
Note:  
To view the output from a triggered use case, you should have the now_assist_panel_role.

Select this option to receive and review notifications by AI agents in the Now Assist panel. AI agents notify Event planners in the ServiceNow Otto panel with the case resolution and summarization notes. For more information, see [Review notifications in the ServiceNow Otto panel](https://www.servicenow.com/docs/RXw3_dW5zmWW96hFmSdWYQ "Review notifications by AI agents in the ServiceNow Otto panel.").
**Related concepts**   

* [Manage temporary space closures agentic workflow](https://www.servicenow.com/docs/awISDhbRkBTFzXRUMwN3oQ "This team of AI agents temporarily block a location when there’s an emergency workplace maintenance case is submitted.")
* [Optimize cleaning activities agent overview](https://www.servicenow.com/docs/OO4N31P~AGeAGgTDbupazg "The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data.")
* [Automate map updates agentic workflow](https://www.servicenow.com/docs/3SFi7ef00TwyaOSTh83jCQ "This AI agent helps map admins configure the map during bulk updates to Indoor Mapping.")
* [Workplace Advisor Overview](https://www.servicenow.com/docs/nv6K2Os0HM5wl12zgCJIZQ "Workplace Advisor is an AI-powered solution designed to help Space Planners and Facilities Managers optimize workplace management through intelligent insights and conversational support.")
* [Workplace Concierge agentic workflow](https://www.servicenow.com/docs/vrGWTXZ1HQggP6gufdA3qw "Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent.")
* [Implement Autonomous L1 Agent for Workplace](https://www.servicenow.com/docs/xUCrSB7Rqx1vi6v3y1g9~Q "Use the Autonomous L1 Agent for Workplace agent that automatically resolves General Inquiry workplace cases without requiring manual agent intervention.")  
**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)

*[\>]: and then