---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Manage Microsoft 365 group members

# IT Service Management AI agent collection Manage Microsoft 365 group members agentic workflow {#ariaid-title1}

Release version: Australia  
Updated March 12, 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 IT Service Management AI agent collection Manage Microsoft 365 group members agentic workflow

The Manage Microsoft 365 group members agentic workflow enables ServiceNow customers to autonomously add or remove users from Microsoft 365 email distribution lists.
This workflow integrates with Microsoft Entra ID (formerly Azure Active Directory) to manage group memberships efficiently within IT Service Management.
Show full answer Show less  
Activation requires installing the Microsoft Entra ID spoke, ensuring connectivity with Microsoft 365 services.

## Key Features

* **Manual Invocation:** The workflow does not have an automatic trigger and must be run manually from the AI Agent Studio.
* **User Approval Process:** You can configure whether adding or removing users requires approval by setting system properties:
  * `snitsmaia.office365groupmemberapproval.required` controls if approval is required (default is true).
  * `snitsmaia.office365groupmemberapproval.groupid` specifies the approval group by sysid.
  * Approvers must be members of the designated Office 365 Approval group.
* **Role-Based Access Control:** By default, the itil role can access this workflow, but roles can be customized. Note that ACLs for related flows must be updated if you change the role.
* **AI Agent Integration:** The Microsoft 365 group membership AI agent looks up groups and manages member changes.
* **Workflow Modification:** To customize, duplicate the agentic workflow and update instructions accordingly to maintain consistency.

## Using the Workflow

* Access the workflow via **All \> AI Agent Studio \> Create and manage**.
* Review and update the Describe and Connect and Define Trigger screens before saving.
* Choose where and to whom the workflow output is displayed, managing role permissions accordingly.
* Run the workflow and monitor notifications in the AI Agent Studio for added or removed users.

## Key Outcomes

By implementing this workflow, ServiceNow customers can streamline Microsoft 365 group membership management within their ITSM processes. The workflow supports governance via approval settings and role controls, ensuring secure and auditable user management. Notifications assist human agents in completing tasks promptly after membership changes.  
Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.

## Manage Microsoft 365 group members agentic workflow overview {#now-assist-itsm-aiagents-O365-groupmembers-workflow__section_b25_wzj_h2c}

Using the Manage Microsoft 365 group members agentic workflow, add or remove names and their email address from the Microsoft 365 email distribution list.  
Important:  
* To enable the Manage Microsoft 365 group members agentic workflow, you must install the Microsoft Entra ID spoke. For more information, see [Microsoft Entra ID Spoke (formerly Microsoft Azure Active Directory spoke)](https://www.servicenow.com/docs/access?context=microsoft-azure-ad-spoke&version=australia&pubname=australia-integrate-applications&ft:locale=en-US).
* After you add or remove users to the group using the Microsoft 365 agentic workflow, follow the instructions listed in the table.{#now-assist-itsm-aiagents-O365-groupmembers-workflow__table_xvf_npv_w2c__entry__2}

  | If | Do this |
  |-|-|
  | You want the workflow output of adding or removing users to go through an approval process. | 1. [Add the sn_itsm_aia.office_365_group_member_approval.required system property](https://www.servicenow.com/docs/access?context=r_AvailableSystemProperties&version=australia&pubname=australia-platform-administration&ft:locale=en-US). Note: This property is set to true by default. 2. [Add the sn_itsm_aia.office_365_group_member_approval.group_id system property](https://www.servicenow.com/docs/access?context=r_AvailableSystemProperties&version=australia&pubname=australia-platform-administration&ft:locale=en-US). 3. Add the sys_id of the group that you want to use for approvals as the value of the sn_itsm_aia.office_365_group_member_approval.group_id system property. 4. Add users that you'd like to approve the output for this agentic workflow in the Office 365 Approval group. {#now-assist-itsm-aiagents-O365-groupmembers-workflow__ol_cmz_gqv_w2c} |
  | You don't want the workflow output of adding or removing users to go through an approval process. | Set the sn_itsm_aia.office_365_group_member_approval.required system property to false. |
  [ ]

  {#now-assist-itsm-aiagents-O365-groupmembers-workflow__table_xvf_npv_w2c}
{#now-assist-itsm-aiagents-O365-groupmembers-workflow__ul_m24_4gb_s2c}  
Note:  
The Manage Microsoft 365 group members agentic workflow doesn't have a trigger and is invoked manually.

To modify the Manage Microsoft 365 group members agentic workflow, [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and adjust the settings according to your requirements.  
Important:  
When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

## Manage Microsoft 365 group members {#now-assist-itsm-aiagents-O365-groupmembers-workflow__section_yjy_lhk_h2c}

Autonomously manage adding and removing users in a Microsoft 365 email distribution list.  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage.
2. Select Manage Microsoft 365 group members.
{#now-assist-itsm-aiagents-O365-groupmembers-workflow__ol_qsk_tjc_j2c}

## AI agents used in the Manage Microsoft 365 group members agentic workflow {#now-assist-itsm-aiagents-O365-groupmembers-workflow__section_ffh_1lc_j2c}

The Microsoft 365 group membership AI agent is used to look up Microsoft 365 groups and add or remove members from the email distribution list.  
Important:  
In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

## Add or remove group members in a Microsoft 365 group {#now-assist-itsm-aiagents-O365-groupmembers-workflow__section_jy3_grc_j2c}

In the agentic workflow record:

1. Review the information in the Describe and connect screen and in the Define trigger screen, make the necessary updates, and then select Save and Continue.
2. In the Select display screen:
   1. Choose where you want the agentic workflow output to be displayed.
   2. Use the arrow next to it to add roles that can access the agentic workflow.  
      Note:  
      The itil role is added by default. You can change the role for the agent. If you change the role, you must also change the role in the following three flow and flow action ACLs:
      * sn_itsm_aia.look_up_group
      * sn_itsm_aia.look_up_user
      * sn_itsm_aia.manage_office_365_group_member
      {#now-assist-itsm-aiagents-O365-groupmembers-workflow__ul_hfp_zrm_hgc}
   3. Select Save and test.

      The agent executes the request for the agentic workflow.
   {#now-assist-itsm-aiagents-O365-groupmembers-workflow__ol_oth_1sc_j2c}
{#now-assist-itsm-aiagents-O365-groupmembers-workflow__ol_xtj_trc_j2c}
Example of the Manage Microsoft 365 group members agentic workflow output in the ServiceNow AI Agent Studio

In the AI Agent Studio, the human agent gets notified as soon as one or more users are added or removed so that they can follow the on-screen instructions and complete the task. For more information, see [Request the generative AI capabilities in ITSM by using the ServiceNow Otto panel](https://www.servicenow.com/docs/AnJIDfOoTCaVTN3DW2Cxdg "Use the ServiceNow Otto panel to request the contextual generative AI capabilities in IT Service Management (ITSM) such as a chat summary, incident summary, or incident resolution notes in a conversational manner. You can also add comments and work notes. These capabilities provide you with a quick resolution to issues.").

*[\>]: and then