--- 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 --- # Microsoft license assignment AI agent # Microsoft license assignment 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 Microsoft license assignment AI agent The Microsoft license assignment AI agent automates the process of assigning Microsoft licenses to users based on request items within ServiceNow. It streamlines license allocation by managing integration profile selection, reservation orders, and Entra ID group assignments, enabling efficient license management directly through the ServiceNow platform. Show full answer Show less ## Workflow * Run the assignment tool using the request item number; halt if an error occurs. * If multiple Microsoft 365 integration profiles exist, the user is prompted to choose one; if only one exists, it is auto-selected. * If licenses are unavailable but entitlement exists, the tool offers to create a reservation order, allowing review and date adjustments within entitlement limits. * Reservation orders are created in ServiceNow, with customers responsible for completing them on the Microsoft portal. * The agent reviews existing Entra ID groups with the same license; if multiple groups are found, the user selects one; if one exists, it is auto-selected. * License is assigned at the group level if applicable, or directly to the user if no Entra ID groups exist, supporting both group-based and user-level licensing models. ## Configuration and Access * **Third-party and AI specialist access:** Controlled via AI Agent configs, these are off by default and can be enabled to allow external or specialized AI interactions. * **Long-term memory:** Optionally enabled to use prior user interactions as context for the AI, enhancing response accuracy. * **Tools and scripts:** Includes scripts like AssignLicenseToUser and ReviewExistingEntraIDGroups to execute licensing tasks. * **User roles:** Access is limited to roles such as procurementuser, itil, and nowassistpaneluser to ensure appropriate permissions. * **Triggers and Channels:** No default triggers; admins can configure them. The agent integrates with Virtual Agent and ServiceNow Otto panels via Assistant Designer. ## Practical Benefits for ServiceNow Customers * Automates complex license assignment workflows, reducing manual errors and effort. * Supports dynamic selection and management of integration profiles and Entra ID groups, ensuring accurate license application. * Facilitates reservation order creation when licenses are unavailable, maintaining entitlement compliance. * Provides configurable access and operational settings to align with organizational policies and security requirements. * Integrates seamlessly with ServiceNow's Software Asset Management capabilities and agentic workflows to enhance software request handling. This Software Asset Management agent assigns a Microsoft license to a user for a given request item, handling integration profile selection, reservation order creation, and Entra ID group assignment. ## Workflow {#sam-microsoft-license-assignment-ai-agent__zsmdlwierhjt} 1. Run the Microsoft License Assignment tool with the request item number. If it returns an error, stop immediately. 2. If there are multiple integration profiles for Microsoft 365 available, prompt the user to select one and re-run the tool with the selection. If there is only one, the system automatically proceeds with that. 3. If licenses aren't currently available but entitlement details exist, offer to create a reservation order. Show the draft order for review and allow date adjustments (validated against the entitlement date range). Create the order in the ServiceNow instance, and inform the customer they must complete the order creation on the Microsoft portal. 4. Review existing Entra ID groups that carry the same license. If multiple groups are found, prompt the user to select one. If only one exists, use it automatically. 5. Assign the license to the user, including the selected group if applicable. 6. If there are no existing Entra ID groups, ServiceNow adds a license to the user at the user level. This applies if the customer is using user-level licensing rather than managing through Entra ID groups. {#sam-microsoft-license-assignment-ai-agent__ol_wh1_11f_1kc} {#sam-microsoft-license-assignment-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 : AssignLicenseToUser : Microsoft License Assignment : ReviewExistingEntraIDGroups | | Allowed user roles The specific user roles that can access this AI agent. | procurement_user | | Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | procurement_user, itil, now_assist_panel_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 | Help manage software requests | [Table 1. Configuration] Learn more about Software Asset Management at [Software Asset Management](https://www.servicenow.com/docs/access?context=c_SoftwareAssetMgmt&version=australia&pubname=australia-it-asset-management&ft:locale=en-US).