---
sourceDocument: Brazil Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Process image to record agent for workplace case creation

# Process image to record agent for workplace case creation {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
The Process image for new tasks workflow enables workplace users to report workplace issues by capturing and uploading images through the virtual agent interface. The system automatically analyzes the image and creates a
workplace case with populated fields including short description, description, and priority.

The Process images for new tasks agentic workflow allows workplace users to quickly report workspace issues by uploading or capturing an image from ServiceNow Otto for Virtual Agent on web or ServiceNow® mobile. Users submit a photo---such as a liquid spillage, damaged furniture, or a facilities concern. This eliminates the requirement to manually enter case details.

The workflow automatically creates a well‑categorized workplace case with relevant information extracted from the image.

This workflow is a platform-shipped, base system agentic workflow available in AI Agent Studio under the Platform AI Agents and Skills scope. It is generic and supports all task and task‑extended tables. For Workplace Service Delivery, the workflow is configured to create records in the Workplace Case table. The skill configuration maps the Workplace User role to that table.  
Required roles:

* sn_uxc_gen_ai.platform_ai_image_processor
* sn_wsd_core.workplace_user
{#process-image-to-record-agent-for-workplace-case-creation__ul_a55_kgq_t3c}  
To access the agentic workflow:

1. Navigate to AllAI Agent StudioCreate and manage
2. Select Process images for new tasks.
{#process-image-to-record-agent-for-workplace-case-creation__images-tasks_ol_fkq_csr_y2c}

## Prerequisites and setup {#process-image-to-record-agent-for-workplace-case-creation__section_cc5_ql4_t3c}

To access this workflow, you must have Now Assist for Platform installed on your instance.

Users must have the sn_uxc_gen_ai.platform_ai_image_processor role to invoke the agentic workflow.

To allow users to create workplace cases from images using Now Assist for Virtual Agent, activate the Image Processor Agent and the Document and visual insights AI agent. Set the display to include Virtual Agent. This agentic workflow can't be discovered in Virtual Agent, so you must enable the individual AI agents that comprise it.

## Skill configuration {#process-image-to-record-agent-for-workplace-case-creation__section_ayg_vcm_t3c}

The Image Processor Agent reads a skill configuration to determine which task table to use when creating a record. Add a mapping entry that maps the Workplace User role to the Workplace Case table (sn_wsd_case_workplace_case).

* Go to the Now Assist Skill Config \[sn_nowassist_skill_config\] table.
* Open the record named Image to task config.
* In the Now Assist Skill Config Var Set related list, select the **Tables Mapping** configuration variable set.
* Set the variables for the configuration type.
* Save the Var Set.
{#process-image-to-record-agent-for-workplace-case-creation__ul_dwl_bdp_t3c}

## Define security controls {#process-image-to-record-agent-for-workplace-case-creation__section_fsy_52m_t3c}

In the Define data access settings, add the necessary roles to enable reading of the tables for the records you want to create tasks on. For example, you can add the workplace user \[sn_wsd_core.workplace_user\] role to the agentic workflow so that it can access case records.

## Select channels and status {#process-image-to-record-agent-for-workplace-case-creation__section_bwh_3vp_t3c}

* Enable the ServiceNow Otto for Virtual Agent channel so users can trigger the workflow from the virtual agent chat.
* Ensure the Virtual Agent is active on the portals where users will access it.
{#process-image-to-record-agent-for-workplace-case-creation__ul_x1v_kvp_t3c}

## Sample utterance {#process-image-to-record-agent-for-workplace-case-creation__section_tmk_cwp_t3c}

The following sequence describes the end-to-end flow from image upload to workplace case creation.

1. Access the ServiceNow Otto for Virtual Agent on web or ServiceNow mobile app.
2. To trigger the Process images for new tasks agentic workflow, enter <kbd class="ph userinput">Create a workplace case from an image</kbd> or similar phrases in the ServiceNow Otto panel or on the ServiceNow mobile app to trigger the workflow.
3. When prompted by the Image Processor Agent, upload an existing image or use your device camera to capture a photo of the workspace issue. Supported file types: JPEG, PNG.
4. Review the AI-generated summary and the details extracted from the image.
5. Select Proceed to confirm case creation.
{#process-image-to-record-agent-for-workplace-case-creation__ol_lg5_swp_t3c}

A workplace case record is created with the Short Description, Description, and Priority fields populated from image analysis. The Workplace Service defaults to
General Workplace Inquiry, the Requested For defaults to your user profile, and the Workplace Location defaults to your primary workplace location. The uploaded image is attached to the case record.

## AI agents used in the Process image for tasks workflow {#process-image-to-record-agent-for-workplace-case-creation__section_alf_kbm_t3c}

The following table lists the agents that are part of the Process image for new tasks agentic workflow.{#process-image-to-record-agent-for-workplace-case-creation__table_vf5_5bm_t3c__entry__3}

| Agent | Description | Role required |
|-|-|-|
| Document and visual insights AI agent | Extracts information from images. |   |
| Image Processor Agent | Analyzes the uploaded image to extract contextual details about the issue. Generates the short description, description, and priority based on the image content. |   |
[Table 1. AI Agents in the Process image for tasks workflow]

{#process-image-to-record-agent-for-workplace-case-creation__table_vf5_5bm_t3c}
**Related concepts**   

* [Manage temporary space closures agentic workflow](https://www.servicenow.com/docs/DOZ78UsUGmNvuouKCKRzDQ "This team of AI agents temporarily block a location when there’s an emergency workplace maintenance case is submitted.")
* [Help manage workplace reservations agentic workflow](https://www.servicenow.com/docs/oiTdGoOZFGc~J607KRoxAA "The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information from a workplace reservation and update an existing planned reservation with a new date, time, and duration.")
* [Optimize cleaning activities agent overview](https://www.servicenow.com/docs/Hb0Tj2hiWl~uOgrOnfi0SA "The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data.")
* [Automate map updates agentic workflow](https://www.servicenow.com/docs/BFO5snY7oqU7lr~YUWNq4A "This AI agent helps map admins configure the map during bulk updates to Indoor Mapping.")
* [Workplace Concierge agentic workflow](https://www.servicenow.com/docs/tqFT0B4T2DdD708zZnJc4A "Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent.")
* [Implement Autonomous L1 Agent for Workplace](https://www.servicenow.com/docs/xSi18pUFJ0tJBJqdX08Z7g "Use the Autonomous L1 Agent for Workplace agent that automatically resolves frequently asked General Inquiry workplace cases without requiring manual agent intervention.")

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