---
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


---

# Order enrichment AI agent

# Order enrichment 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 Order enrichment AI agent

The Order enrichment AI agent in the Sales Customer Relationship Management suite automates the identification and creation of enrichment tasks for order line items and their child items.
It leverages historic data to propose relevant tasks, obtains user confirmation or modification, and then creates the confirmed tasks.
This process improves efficiency and accuracy in managing order enrichments within ServiceNow.
Show full answer Show less  

## Workflow

* Fetches details of the top-level order line item and its children.
* Checks for existing historic enrichment tasks for each order line item; if none exist, it identifies available tasks.
* Displays proposed tasks grouped by order line item for user confirmation.
* If the user rejects the proposed tasks, they can provide a custom task list per line item, which is validated and reconfirmed.
* Once confirmed, the AI agent creates the enrichment tasks and marks the trigger task as complete.
* If no tasks are created, it resets all order line item states to new.
* Finally, it provides a summary of actions taken, including created task numbers or notes that no tasks were created.

## Configuration and Access Control

* **Third-party access:** Can be enabled to allow external AI agents to use this agent (disabled by default).
* **AI specialist access:** When enabled, AI specialists have access with additional configuration options for mapping inputs and outputs (disabled by default).
* **Long-term memory:** Optionally enables the use of previous user interactions as context for the language model (disabled by default).
* **User roles:** Access is controlled by specific user roles such as `snsomtgenai.salesandorderfulfillmentaiagent`.
* **Data access roles:** Determine the data scope and actions, including roles like `snindtmtorm.orderfulfilmentagent` and `sngaf.datawriter`.

## Tools and Scripts

The agent utilizes several scripts to perform key functions, including creating enrichment tasks, fetching order line information, finding available and historic enrichment tasks, updating order line item states, and validating task names.

## Additional Details

* No default triggers or communication channels are defined, but administrators can configure triggers as needed.
* Commonly used within agentic workflows and virtual agent workflows to enhance Sales Customer Relationship Management processes.  
This Sales Customer Relationship Management agent identifies enrichment tasks for order line items and their children using historic data, confirms the task list with the user, and creates them.

## Workflow {#som-order-enrichment-ai-agent__zsmdlwierhjt}

1. Fetch the details for the given top-level order line item and all its children.
2. For each order line item, check for existing historic enrichment tasks. If none exist, identify the available tasks instead.
3. Display the proposed tasks grouped by order line item. If rejected, let the user provide their own task list per line item, validate it, and confirm again (repeating until satisfied).
4. Once confirmed, create the enrichment tasks for each order line item.
5. Mark the trigger task as closed complete. If no tasks were created, reset all order line item states back to new.
6. Display a summary of all steps taken, including created task numbers grouped by order line item, or note that none were created.
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| 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 :   Create Enrichment Tasks :   Fetch Top Order Line info. :   Find available Enrichment tasks for given specification :   Find historic enrichment tasks :   Update top OLI state back to new. :   Update Trigger task state. :   Validate task names |
| Allowed user roles The specific user roles that can access this AI agent. | sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | sn_ind_tmt_orm.order_fulfilment_agent, sn_gaf.data_writer |
| 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 | Not defined. |
| Used in agentic workflows | Default VA Workflow |
[Table 1. Configuration]

Learn more about Sales Customer Relationship Management at [Sales Customer Relationship Management](https://www.servicenow.com/docs/access?context=order-mgt-overview&version=australia&pubname=australia-order-management&ft:locale=en-US).