--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Asset next best action AI agent # Asset next best action AI agent {#ariaid-title1} Release version: Australia Updated August 14, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Asset next best action AI agent The Asset next best action AI agent streamlines hardware asset repair order tasks by validating task numbers, identifying task types, and routing workflows to specialized AI agents for troubleshooting or repair. It processes one task at a time to ensure precise handling of repair orders within ServiceNow. Show full answer Show less ## Workflow * Validates the presence of a repair order task number, prompting users if missing. * Retrieves and validates task details such as task name, asset information, and status. * If validation fails, it informs the user and stops the process. * Displays task details including task name, asset model, and manufacturer to the user. * Routes tasks to specialized AI agents based on the task type: * "Troubleshoot Asset" tasks invoke the evaluate asset AI agent. * "Repair Asset" tasks invoke the repair asset AI agent. * Terminates the workflow after the specialized agent completes execution. ## Configuration and Access Controls * **Third-party access:** Can be enabled to allow external AI agents to use this agent (default off). * **AI specialist access:** Enables AI specialists to configure tools and map inputs/outputs (default off). * **Long-term memory:** Optionally retains prior user interactions as context for the language model (default off). * **User roles:** Access is restricted to users with the `inventoryuser` role. * **Data access roles:** Controls data visibility and permissions, assigned to roles like `inventoryuser` and `sneam.assettechnician`. ## Practical Use for ServiceNow Customers This AI agent enhances asset management workflows by automating task validation and routing, reducing manual effort and errors in hardware repair orders. By integrating with specialized troubleshoot and repair AI agents, it helps ensure that repair tasks are efficiently routed and properly handled, improving repair turnaround and asset uptime. Administrators can configure access levels and enable features such as long-term memory or third-party integration based on organizational needs. This agent is designed to be used within the ServiceNow Otto panel and agentic workflows, supporting enterprise asset repair processes. This AI agent validates task numbers, identifies task types, and routes workflows to the correct specialized agent for troubleshooting or repair. It processes one task at a time for accurate handling of hardware asset repair order tasks. ## Workflow {#itam-asset-next-best-action-ai-agent__zsmdlwierhjt} The agent identifies a repair order task type and routes the work to the appropriate specialized agent for completion. 1. Verify that a repair order task number is provided, prompting the user if it is missing. 2. Retrieve the task details and perform validation to confirm the task name, asset information, and status. 3. If validation returns an error, inform the user and end execution. 4. Display the identified task details to the user, including the task name, asset model, and manufacturer. 5. Route to the appropriate workflow: if the task name is Troubleshoot Asset, invoke the evaluate asset AI agent; if the task name is Repair Asset, invoke the repair asset AI agent. 6. Terminate the workflow after the appropriate section has completed execution. {#itam-asset-next-best-action-ai-agent__ol_hcp_qwx_njc} {#itam-asset-next-best-action-ai-agent__zsmdlwierhjt__entry__2} | Field | Description | |-|-| | Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. | | Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. | | Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/MUqSU8rHp3ao~q3QEWgHkA "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). | | Tools | Script : Get task details and perform validation | | Allowed user roles The specific user roles that can access this AI agent. | inventory_user | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | inventory_user, sn_eam.asset_technician | | Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/NXqRJBQV_Vw00FEzklcAJw "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). | | Channels | Enable the AI agent for the ServiceNow Otto panel. | | Used in agentic workflows | * Help repair enterprise assets * Help repair hardware assets | [Table 1. Configuration] Learn more about Asset Management at [Asset Management](https://www.servicenow.com/docs/access?context=asset-management-landing-page&version=australia&pubname=australia-it-asset-management&ft:locale=en-US).