--- 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 --- # Manage order operations AI agent # Manage order operations 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 Manage order operations AI agent The Manage order operations AI agent is designed to assist customers in requesting faster delivery of their orders. It streamlines the process by validating order numbers, checking expedited shipping availability, and either processing expedite requests or creating support cases for manual handling. This AI agent enhances customer service by providing quick responses and appropriate escalation when needed. Show full answer Show less ## Workflow * Retrieve and confirm the customer's order number. * Validate the order and confirm its details. * Check if expedited shipping options are available and identify the earliest possible delivery date. * If expedited shipping is possible, request user approval or allow date selection. * If not, summarize the order details and create a support case, then share case information with the user. ## Configuration and Access The agent includes configurable settings to manage access and functionality: * **Third-party access:** Can be enabled to allow external AI agents to use this agent (default is disabled). * **AI specialist access:** When enabled, AI specialists get enhanced configuration options for input-output mapping. * **Long-term memory:** Optionally enables using previous user interactions as context for the language model. These settings are managed through specific ServiceNow tables and system properties. ## Tools and Roles The AI agent integrates with several internal tools to perform its functions, including order validation, availability checks, and case creation. Access to the agent and the data it operates on is controlled by defined user roles and data access roles, ensuring appropriate permissions for customer service and support personnel. ## Usage and Integration This AI agent can be configured for use within Virtual Agent or the ServiceNow Otto panel via Assistant Designer, allowing seamless integration into customer service workflows. It is not currently associated with agentic workflows but supports efficient order management processes. This AI agent helps customers request faster delivery of an order. ## Workflow {#om-ord-manage-order-operations-ai-agent__zsmdlwierhjt} The agent validates order numbers, checks if expedited options exist, and either processes the expedite request with updated delivery details or creates a case and hands off to a live agent. 1. Retrieve and confirm the order number. 2. Validate the order and confirm the details. 3. Check if expedited shipping is available for the selected order and retrieve the earliest possible delivery date. If it can be expedited, request approval or date selection from the user. 4. If the order cannot be expedited, summarize the details and create an order case. 5. Share the case details with the user. {#om-ord-manage-order-operations-ai-agent__ol_hcp_qwx_njc} {#om-ord-manage-order-operations-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 | Scripts : Check availability and earliest delivery : Create order case : Get Customer Orders Tool : Validate and get order details Conversational topic : Fetch the order number from the url \& interaction id | | Allowed user roles The specific user roles that can access this AI agent. | sn_customerservice.customer | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | ord.exception.aia actsub_user, agent_schedule_user, agent_workspace_user, app_service_user, assignment_workbench, canvas_user, chat_admin, cmdb_ms_user, cmdb_query_builder, cmdb_query_builder_read, cmdb_read, data_manager_user, decision_table_reader, dependency_views, email_client_template_read, email_composer, fsm_skill_user, interaction_agent, knowledge, notify_view, now_assist_panel_user, personalize_form, platform_ml_read, prompt_library_user, skill_user, sn_ai_filter_assist.user, sn_ai_filter_tracker.user, sn_bm_client.benchmark_data_viewer, sn_case_line.characteristic_creator, sn_case_line.characteristic_delete, sn_case_line.characteristic_viewer, sn_case_line.characteristic_writer, sn_change_read, sn_cmdb_user, sn_csm_case_types.service_definition_viewer, sn_csm_household.viewer, sn_csm_pricing.pricelist_viewer, sn_customerservice.csm_workspace_user, sn_customerservice.customer_data_viewer, sn_customerservice_agent, sn_esm_agent, sn_gaf.data_viewer, sn_gaf.data_writer, sn_gd_guidance.guidance_user, sn_ind_tmt_orm.fulfillment_viewer, sn_ind_tmt_orm.order_viewer, sn_l2c_core.entity_mapping_viewer, sn_lookup_verify_user, sn_nb_action.next_best_action_user, sn_order_case.agent
, sn_order_case.creator
, sn_order_case.navigation_menu
, sn_order_case.viewer
, sn_order_case.writer, sn_ord_qual_mgmt.alternate_proposal_read, sn_prd_invt.product_inventory_operations_read, sn_prd_invt.product_inventory_viewer, sn_prd_pm.characteristics_viewer, sn_prd_pm.product_catalog_viewer, sn_prd_pm.product_model_characteristic_viewer, sn_pss_core.service_contract_viewer, sn_query_gen.user, sn_req_criteria.viewer, sn_service_org.customer_criteria_read, sn_service_org.service_criteria_read, sn_shn.editor, sn_shn.user, sn_sow.sow_home, sn_sow.sow_list, sn_sow.sow_user, sn_sttrm_condition_read, sn_templated_snip.template_snippet_reader, sn_tmt_core.inbound_queue_read, sn_udc.basic_read, sn_uib_collab.user, sn_workflow_studio.workflow_studio_read, survey_reader, task_editor, template_editor, template_read_global, view_changer, workspace_user | | 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 | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). | | Used in agentic workflows | Not applicable. | [Table 1. Configuration] Learn more about Order Management at [Order management](https://www.servicenow.com/docs/access?context=explore-order-management&version=australia&pubname=australia-order-management&ft:locale=en-US).