--- 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 --- # Repair asset AI agent # Repair asset 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 Repair asset AI agent The Repair asset AI agent is designed to assist ServiceNow users in diagnosing and resolving issues with assets that are defective or pending repair. By leveraging web search capabilities, it identifies known problems and guides users through detailed, step-by-step repair instructions tailored to the asset's manufacturer and model. The agent streamlines the repair process by suggesting necessary parts, confirming resolution, and automatically updating and completing repair tasks. Show full answer Show less ## Key Features * **Issue Identification:** Uses asset details to determine if the problem is known and performs web searches to gather relevant repair information. * **Step-by-Step Repair Guidance:** Provides a structured hardware evaluation plan with numbered repair steps and associated part requirements. * **Interactive Troubleshooting:** Displays repair steps one at a time, allowing users to confirm if the issue is resolved or to provide additional queries for further assistance. * **Workflow Automation:** Automatically updates and closes the repair task when the issue is confirmed resolved by the user. * **Configurable Access Controls:** Administrators can enable or restrict third-party AI agents and AI specialists access, and manage long-term memory to enhance context awareness. * **Integration with ServiceNow Tools:** Works with the Repair Order conversational topic and Web Search tool, accessible via the ServiceNow Otto panel. ## Practical Use and Configuration ServiceNow customers can configure this AI agent to suit organizational policies by controlling access through roles such as `inventoryuser` and `sneam.assettechnician`. Optional triggers can be set to automate agent activation. The agent's long-term memory feature can be enabled to provide more context-aware interactions by remembering prior user conversations. ## Key Outcomes * Improved efficiency and accuracy in repairing enterprise hardware assets. * Reduced manual effort by guiding users through validated repair steps and required parts. * Faster resolution of asset issues through interactive troubleshooting and automated task updates. * Enhanced control over AI agent usage and data access aligned with enterprise security policies. This AI agent assists users in resolving issues with assets that are in a defective or pending repair state. It specializes in identifying and suggesting appropriate repair steps by leveraging the Web Search tool. The agent guides users through the repair process, helps them select a suitable resolution, and automatically updates and completes the repair task upon confirmation. ## Workflow {#itam-repair-asset-ai-agent__zsmdlwierhjt} The agent helps users to repair assets. 1. Uses the asset manufacturer and model details provided. 2. Determine if the issue is known. 3. If the issue is known, perform a web search and create a step by step hardware evaluation plan. Provide part requirements for each of the suggested repair steps. Give detailed steps for each issue. 4. Refine and format search results. 5. Display numbered repair steps along with part requirements to the user, one at a time. 6. If the user indicates that the problem is solved, end the workflow. 7. If the user indicates that the problem is not solved, ask the user to share the exact query again. Perform a web search based on that query and display the results. 8. End the workflow when the user confirms the steps resolved the issue or when the user remains unsatisfied after the second troubleshooting attempt. {#itam-repair-asset-ai-agent__ol_hcp_qwx_njc} {#itam-repair-asset-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 | Conversational Topic : Repair Order - Repair result Web Search : Use web search | | 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).