---
sourceDocument: Australia Asset Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-asset-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Asset Management

ft:clusterId :

    - itam

bundleId :

    - itam

workflow :

    - Technology


---

# Fulfill repair orders by using an agentic workflow

# Fulfill repair orders by using an agentic workflow {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 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 Fulfill repair orders by using an agentic workflow

The help repair enterprise assets agentic workflow in ServiceNow streamlines and automates the troubleshooting and repair of defective enterprise assets.
It leverages AI agents to generate detailed troubleshooting, diagnostic, and repair instructions, validate tasks, and update or close repair-related activities.
This workflow enhances accuracy, consistency, and completion rates while simplifying the user experience for asset technicians.
Show full answer Show less  

## Key Features

* **Automated Task Validation:** Validates repair asset tasks based on criteria such as task status, assignment to qualified technicians, and asset model compatibility before proceeding.
* **AI-Driven Troubleshooting and Repair:** Uses AI agents like the Asset Next Best Action, Evaluate Asset, and Repair Asset agents to identify issues, suggest troubleshooting steps, and provide repair instructions, all accessible via the ServiceNow Otto panel.
* **Dynamic Workflow Stages:** Supports repair initiation via Service Catalog, Enterprise Asset Workspace, or asset records; manages task assignment and validation; facilitates iterative troubleshooting and repair confirmation; and guides through asset disposition or redeployment decisions.
* **Security and Access Controls:** Incorporates role masking and Access Control Lists (ACLs) to ensure agentic workflows and AI agents execute actions securely, respecting user roles and permissions.
* **Automatic Task Generation and Updates:** Generates repair orders, repair order lines, and troubleshooting or repair tasks automatically, assigning users and updating statuses as the workflow progresses.

## Practical Use for ServiceNow Customers

ServiceNow customers can activate and configure this agentic workflow within their Enterprise Asset Management environment to improve asset repair processes. By leveraging AI assistance, asset technicians receive guided, consistent instructions that reduce manual effort and improve repair outcomes. The workflow's validation steps ensure only valid and authorized tasks proceed, enhancing operational governance. The integration with the ServiceNow Otto panel provides an interactive interface for technicians to follow AI-generated steps and confirm task progress.

## AI Agents Involved

* **Asset Next Best Action AI Agent:** Validates repair tasks and triggers the appropriate AI agent based on task type.
* **Evaluate Asset AI Agent:** Conducts web searches to identify asset issues, generates troubleshooting steps, and manages troubleshooting task updates and closure.
* **Repair Asset AI Agent:** Generates repair instructions from web search results, assists in repair task execution, and updates or closes repair tasks.

## Expected Outcomes

* Accelerated and standardized troubleshooting and repair processes for enterprise assets.
* Improved accuracy and consistency in asset repair tasks.
* Increased task completion rates and streamlined workflow management.
* Enhanced user experience for asset technicians through AI guidance and interactive task panels.
* Secure execution of AI-driven workflows respecting organizational roles and permissions.  
You can use the help repair enterprise assets agentic workflow to help you manage and complete the troubleshooting and repair of your defective enterprise assets. The workflow uses a collection of AI agents to automatically
generate comprehensive troubleshooting, diagnostics, and repair instructions for these assets. The workflow uses also uses these AI agents to automatically validate, update, and close relevant tasks.  
Note:  
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Note:  
Before you use the help repair enterprise assets agentic workflow, you can configure and activate it based on your organization's needs. For detailed instructions, see [Configure and activate agentic workflows for Enterprise Asset Management](https://www.servicenow.com/docs/GPXokzRzfPS5QHUv~Ho_ug "Configure and activate the agentic workflows that you want to use in the Enterprise Asset Workspace.").  
Important:  
This agentic workflow is turned on by default. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Help repair enterprise assets agentic workflow overview {#now-assist-eam-help-repair-enterprise-assets-workflow__section_xcb_bby_qhc}

The help repair enterprise assets agentic workflow helps you manage and complete your enterprise asset troubleshooting and repairs. This workflow provides the following benefits:

* Streamlines the troubleshooting and repair process.
* Improves the accuracy and consistency of your troubleshooting and repairs.
* Increases troubleshooting and repair completion rates.
* Enhances and simplifies the user experience.
{#now-assist-eam-help-repair-enterprise-assets-workflow__ul_kfv_rpy_qhc}  
Important:  
You can enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see [Implement access control in AI agents](https://www.servicenow.com/docs/access?context=aia-security-implementation&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Important:  
By default, all agentic workflows and AI agent records are read-only.

## Role masking {#now-assist-eam-help-repair-enterprise-assets-workflow__section_wgg_cby_qhc}

Agentic workflows and their AI agents use [role masking](https://www.servicenow.com/docs/access?context=implement-aias-security-new&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select
Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an agentic workflow](https://www.servicenow.com/docs/access?context=define-sec-controls-aw&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Validating repair asset tasks {#now-assist-eam-help-repair-enterprise-assets-workflow__section_ex2_2pf_rhc}

Before the help repair enterprise assets agentic workflow can help you manage and complete the troubleshooting or repair of a defective enterprise asset, it must validate the corresponding repair asset task. The workflow proceeds only if the task meets the following criteria:

* The task has a valid and unique task number.
* The task is active.
* The task has not already been completed.
* The task is assigned to a user with the sn_eam.asset_technician role.
* The asset is associated with one of the following models:
  * Any valid enterprise model
  * Any valid hardware model that is supported by the OT Asset Management application
  {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_nkh_frf_rhc}
{#now-assist-eam-help-repair-enterprise-assets-workflow__ul_qxn_npf_rhc}

## Stages in the help repair enterprise assets agentic workflow {#now-assist-eam-help-repair-enterprise-assets-workflow__section_ajk_fby_qhc}

The help repair enterprise assets agentic workflow helps you manage and complete the troubleshooting and repair of defective enterprise assets through the following stages.{#now-assist-eam-help-repair-enterprise-assets-workflow__table_rbs_4lg_rhc__entry__2}{#now-assist-eam-help-repair-enterprise-assets-workflow__repair}

| Stage | Steps |
|-|-|
| Enterprise asset repair initiation | 1. A user with the sn_eam.asset_technician role requests the repair of a defective enterprise asset through one of the following options: * The Service Catalog application For more information on this request option, see [Request repair of enterprise assets using Service Catalog](https://www.servicenow.com/docs/2XUa5GG6ZKxmX3Hec1Xxow "Submit a Service Catalog request to repair enterprise assets that are defective or pending repair in your stockroom."). * The Inventory view of the Enterprise Asset Workspace For more information on this request option, see [Create repair orders for enterprise assets in the Inventory view](https://www.servicenow.com/docs/m1AN1NWaWnQFTFRP46O3ug "Request repair of enterprise assets that are defective or pending repair by creating a repair order in the Inventory view of Enterprise Asset Workspace."). * The Repair option on the corresponding asset record For more information on this request option, see [Request repair of an enterprise asset using the Repair option](https://www.servicenow.com/docs/9jsTFYYnCZR_zdu5occF7Q "Request repair of a defective enterprise asset in your stockroom directly through the asset form."). {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_v5w_kpg_rhc} 2. A repair order and corresponding repair order line are created. 3. A troubleshooting-based repair asset task is automatically generated for the repair order line. {#now-assist-eam-help-repair-enterprise-assets-workflow__ol_p35_k3n_rhc} |
| Repair asset task assignment | 1. The repair asset task must be assigned to a user with the sn_eam.asset_technician role. * If the task is not already assigned to a user, a new user assignment must be added. * If the task is already assigned to a user, the user assignment can be updated. {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_xbb_r5g_53c} 2. After the user assignment is added or updated, the help repair enterprise assets agentic workflow invokes automatically. Note: If the trigger to invoke the workflow is deactivated, the workflow must be invoked manually. For instructions on how to activate or deactivate this trigger, see [Activate an agentic workflow template](https://www.servicenow.com/docs/access?context=activate-aia-use-case&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). Note: The progress of the workflow is updated and displayed in the ServiceNow Otto panel. Users can access the panel by selecting the ServiceNow Otto icon on the page header of their ServiceNow instance. {#now-assist-eam-help-repair-enterprise-assets-workflow__ol_vmw_2jn_rhc} |
| Repair asset task validation | The asset next best action AI agent validates the repair asset task. Note: For the complete list of validation criteria, refer to [Validating repair asset tasks](https://www.servicenow.com/docs/uA_2Cp~KSMd6B0J9D9Wj6w#now-assist-eam-help-repair-enterprise-assets-workflow__section_ex2_2pf_rhc). * If the validation is successful, the workflow can proceed with helping the user troubleshoot the asset. * If the validation is unsuccessful, the task must be updated and then re-validated. {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_dky_tjn_rhc} |
| Asset troubleshooting | After the repair asset task is successfully validated, the workflow helps the user troubleshoot the asset. 1. The asset next best action AI agent triggers the evaluate asset AI agent. 2. The evaluate asset AI agent performs a web search to identify potential asset issues and to generate corresponding troubleshooting steps. Note: All troubleshooting steps are displayed in the ServiceNow Otto panel.{#now-assist-eam-help-repair-enterprise-assets-workflow__web-search} {#now-assist-eam-help-repair-enterprise-assets-workflow__web-search} 3. The user who is assigned to the repair asset task must perform all troubleshooting steps to determine the asset issue. 4. In the ServiceNow Otto panel, the AI agent asks the user to confirm if the troubleshooting steps helped with determining the asset issue. 5. Depending on if the troubleshooting steps helped the user, the workflow proceeds as follows: * If the troubleshooting steps helped, the AI agent asks the user to confirm whether the asset is repairable, unrepairable, or redeployable. The workflow then proceeds to [step 6](https://www.servicenow.com/docs/uA_2Cp~KSMd6B0J9D9Wj6w#now-assist-eam-help-repair-enterprise-assets-workflow__user-input). Note: If the user confirms that the asset is repairable, a corresponding repair-based repair asset task is automatically generated. The user is automatically assigned to this task. * If the troubleshooting steps did not help, the AI agent refines its web search. The workflow then returns to [step 2](https://www.servicenow.com/docs/uA_2Cp~KSMd6B0J9D9Wj6w#now-assist-eam-help-repair-enterprise-assets-workflow__web-search). {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_tzv_j4n_rhc} 6. The AI agent requests details about the asset issue.{#now-assist-eam-help-repair-enterprise-assets-workflow__user-input} {#now-assist-eam-help-repair-enterprise-assets-workflow__user-input} 7. After the user provides all necessary details, the repair asset task is closed. Note: You can view details about the completed troubleshooting steps in the work notes of the repair asset task. 8. Depending on whether the asset is repairable, unrepairable, or redeployable, the workflow proceeds as follows: * If the asset is repairable, the workflow proceeds with [helping the user repair it](https://www.servicenow.com/docs/uA_2Cp~KSMd6B0J9D9Wj6w#now-assist-eam-help-repair-enterprise-assets-workflow__repair). * If the asset is unrepairable, the user must dispose of it. For more information on asset disposals, see [Create a disposal order in the Enterprise Asset Workspace](https://www.servicenow.com/docs/RK2FGhop2Rk4CIOjCphQkw "Create a disposal order for an asset that has reached the end of its life cycle or is no longer functional."). * If the asset is redeployable, the user can help redeploy it. {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_j2c_1j2_shc} {#now-assist-eam-help-repair-enterprise-assets-workflow__ol_jpm_3kn_rhc} |
| Repair asset task validation | If the user confirmed that the asset is repairable, the asset next best action AI agent validates the corresponding repair-based repair asset task that was automatically generated. Note: For the complete list of validation criteria, refer to [Validating repair asset tasks](https://www.servicenow.com/docs/uA_2Cp~KSMd6B0J9D9Wj6w#now-assist-eam-help-repair-enterprise-assets-workflow__section_ex2_2pf_rhc). * If the validation is successful, the workflow can proceed with helping the user repair the asset. * If the validation is unsuccessful, the task must be updated and then re-validated. {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_jqd_l14_rhc} |
| Asset repair | After the repair asset task is successfully validated, the workflow helps the user repair the asset. 1. The asset next best action AI agent triggers the repair asset AI agent. 2. The repair asset AI Agent performs a web search to generate repair steps based on the asset issue that was determined during troubleshooting. Note: All repair steps are displayed in the ServiceNow Otto panel.{#now-assist-eam-help-repair-enterprise-assets-workflow__web-search-repair} {#now-assist-eam-help-repair-enterprise-assets-workflow__web-search-repair} 3. The user who is assigned to the repair asset task must perform the repair steps. 4. In the ServiceNow Otto panel, the AI agent asks the user to confirm if the repair steps helped with resolving the asset issue. 5. Depending on if the repair steps helped the user, the workflow proceeds as follows: * If the repair steps helped, the AI agent asks the user to confirm whether the asset was repaired, unrepairable, or redeployable. The workflow then proceeds to [step 6](https://www.servicenow.com/docs/uA_2Cp~KSMd6B0J9D9Wj6w#now-assist-eam-help-repair-enterprise-assets-workflow__close-repair-task). * If the repair steps did not help, the AI agent refines its web search. The workflow then returns to [step 2](https://www.servicenow.com/docs/uA_2Cp~KSMd6B0J9D9Wj6w#now-assist-eam-help-repair-enterprise-assets-workflow__web-search-repair). {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_ocn_zb4_rhc} 6. The repair asset task is closed. Note: You can view details about the completed repair steps in the work notes of the repair asset task. * If the repair asset task is closed with a resolution of Repaired, a corresponding Evaluate asset task is automatically generated. The user must then evaluate the repair to confirm if the asset is redeployable or must be disposed of. For more information on evaluating an asset repair, see [Evaluate the repaired asset in the Enterprise Asset Workspace](https://www.servicenow.com/docs/SL2ciYl8Z5vib9bhoZ6jsA "Evaluate the repaired asset and confirm if the asset is redeployable or should be disposed of. The Repair flow completes after the repaired asset is evaluated."). * If the repair asset task is closed with a resolution of Unrepairable, the user must dispose of the asset. For more information on asset disposals, see [Create a disposal order in the Enterprise Asset Workspace](https://www.servicenow.com/docs/RK2FGhop2Rk4CIOjCphQkw "Create a disposal order for an asset that has reached the end of its life cycle or is no longer functional."). * If the repair asset task is closed with a resolution of Redeployable, the user can help redeploy it. {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_gln_q3k_23c}{#now-assist-eam-help-repair-enterprise-assets-workflow__close-repair-task} {#now-assist-eam-help-repair-enterprise-assets-workflow__close-repair-task} {#now-assist-eam-help-repair-enterprise-assets-workflow__ol_sjl_y5n_rhc} |
[Table 1. Workflow stages]

{#now-assist-eam-help-repair-enterprise-assets-workflow__table_rbs_4lg_rhc}

## AI agents used in the help repair enterprise assets agentic workflow {#now-assist-eam-help-repair-enterprise-assets-workflow__section_ymz_jby_qhc}

The help repair enterprise assets agentic workflow uses the following AI agents to execute tasks that help you manage and complete your enterprise asset repairs and troubleshooting.{#now-assist-eam-help-repair-enterprise-assets-workflow__table_ppz_wby_qhc__entry__2}

| AI agent | AI agent role |
|-|-|
| Asset next best action AI agent | * Validates repair asset tasks. * Based on the task type of a given repair asset task, the asset next best action AI agent can trigger one of the following AI agents to help manage and complete the task: * Evaluate asset AI agent to manage a troubleshooting-based repair asset task * Repair asset AI agent to manage a repair-based repair asset task {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_isn_tjy_qhc} {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_txn_yxn_rhc} |
| Evaluate asset AI agent | * Identifies potential asset issues. * Generates comprehensive instructions to help troubleshoot assets. * Updates and closes troubleshooting-based repair asset tasks. {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_oxs_jly_qhc} |
| Repair asset AI agent | * Generates comprehensive instructions to help repair assets. * Updates and closes repair-based repair asset tasks. {#now-assist-eam-help-repair-enterprise-assets-workflow__ul_sqx_lly_qhc} |
[Table 2. AI agents and their roles in the help repair enterprise assets agentic workflow]

{#now-assist-eam-help-repair-enterprise-assets-workflow__table_ppz_wby_qhc}