Example: Automate badge request management using Agentic Desktop

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 7 minutes de lecture

    • Automate various tasks related to badge requests through desktop actions using Agentic Desktop and AI agents.

    Your HR representatives manage repetitive badge-related tasks. For example, issuing new badges, distributing temporary badges, replacing lost badges, and disabling badges during offboarding. To streamline and automate this work, you can create a desktop action for each task and assign these actions to an AI Agent in AI Agent Studio.

    When new requests come in, HR representatives can trigger the AI agent from the Now Assist panel. The AI Agent automatically selects and runs the appropriate desktop action. This automation reduces manual effort and enables them to focus on higher-value work.

    Create badge desktop action in Agentic Desktop

    Automate various badge-related tasks through desktop actions in Agentic Desktop.

    Avant de commencer

    To access the Agentic Desktop functionality, perform the following steps:

    Confirm that the following system requirements are met:

    • Windows 11 operating system is used.
    • A .NET 9.0 runtime v9.0.10 and .NET 9 Desktop Runtime v9.0.10 is installed.
    • No extended monitors are connected.
    • Theme must match between the systems used for recording and execution.

    Familiarize yourself with the Design workspace and Action recorder. For more information, see Agentic Desktop Design workspace and .

    Role required: sn_aia.admin

    Procédure

    1. From your Windows system, launch the Agentic Desktop application.
    2. On the login page, in the Add ServiceNow URL field, enter the ServiceNow instance URL.
      For example, https://<instance name>.service-now.com.
      Agentic Desktop login screen for entering ServiceNow instance URL.
    3. Select Proceed.
    4. Log in to your ServiceNow account by entering your user name and password.
      Your account must have the sn_aia.admin role.

      Login window for entering your ServiceNow account username and password.

    5. On the Agentic Desktop home page, select Create desktop action.
      Agentic Desktop home page displaying the Create desktop action UI action, search and select options, and cards of existing desktop actions.
    6. In the New desktop action dialog box, select Auto-capture steps (recommended).
      New desktop action window with auto-capture option selected and fields to enter name and description for the desktop action.
    7. In the Name field, enter Create new badge.
    8. In the Description field, enter Desktop action for issuing a badge to a new employee.
    9. Select Start capturing.

      The Agentic Desktop window is minimized and the Action recorder panel is launched.

      Floating recorder panel that has Discard, Pause, and Start recording UI actions.
    10. Open the Employee Badge Management application on your desktop.
    11. From the Action recorder panel, select Start.
      You see that a "Recording started" message on the Action recorder panel.
      • Pause recording: You can skip recording steps by selecting Pause.
      • Discard recording: You can discard the recording if it doesn’t meet your needs by selecting Discard.
    12. On the Employee Badge Management application, perform the following steps for creating a badge.

      The recorder feature records the steps that you perform for creating a badge.

      1. Select CREATE BADGE on the New Badge tile.
      2. In the New Badge Creation page, search for the employee using the employee ID.
      3. After the employee record is found, select CREATE BADGE for creating badge.

        You see the success message that the new badge is created.

    13. After you’re done with all the steps, select Stop on the Action recorder panel.
      You see a "Drafting recorded action(s)" message on the Action recorder panel.

      The recorded steps are displayed as screenshots in the Design workspace with anchors and steps automatically assigned.

      Figure 1. Screen1
      Employee badge management login window.
      Figure 2. Screen2
      Employee badge management welcome window displaying cards for creating new badge, inactivating badge, reissuing badge, and viewing audit logs.
      Figure 3. Screen3
      Displaying option for searching employee ID in the Employee Badge Management app.
      Figure 4. Screen4
      Displaying preview of new badge.
      Figure 5. Screen5
      Success message indicating new badge is successfully created.
    14. Configure the following properties for the captured steps.
      Screen > Step Property Value
      Screen1 > SetText1 Value admin
      Screen1 > SetText2 Value Enter your password
      Screen1 > Click1 Delay after 5
      Screen2 > Click2 Delay after 5
      Screen3 > Click2 Delay after 10

      For more information, see Screen, anchor, and step properties in Agentic Desktop.

    15. Provide names for all added screens, anchors, and steps.

      When you create these elements, you can edit the auto-generated name, but follow these naming guidelines.

      • Name fields must not be empty.
      • Name fields must contain only alphanumeric characters. Spaces and special characters are not permitted.
      • Each name must be unique at its respective parent level.
        • Each screen must have a unique name at the desktop-action level.
        • Each anchor must have a unique name at the screen level.
        • Each step must have a unique name at the anchor level.
    16. Select the Details tab.
    17. In the Applications list, add Badge Management Application.
    18. Select Save.
    19. Test and activate the desktop action.
      For more information, see Test and activate a desktop action in Agentic Desktop.
    20. Similarly, create and activate the following desktop actions.
      • Badge application login
      • Badge application logout
      • Reissue badge
      • Deactivate badge
      • Issue a temporary badge
      • Read Request details

    Create AI agents and add tools for badge management

    Create an AI agent in AI Agent Studio and add desktop action tools for automating badge-related requests.

    Avant de commencer

    Role required: sn_aia.admin

    Procédure

    1. Navigate to All > AI Agent Studio > Create and manage > AI agents.
    2. From the Add drop-down, select Chat.
    3. On the New AI Agent page, in the Define the specialty step, define your AI agent and provide the specialties that this agent contains so that the LLM can analyze the wording you use to understand the purpose of the AI agent.

      AI Agent Guided Setup showcasing the different stages of configuring an AI agent.

      Remarque :
      The more details that you provide, the more accurately your AI agent can perform.
      1. Describe your AI Agent by giving it a unique name and description.
        Tableau 1. Give it a unique name and description
        Field Description
        AI agent name Badge Management Agent
        AI agent Description This AI agent takes Requests details and launches the Employee Badge Management application and perform various tasks—create badges, deactivate badges, replace lost badges, and Reissue the badges. The agent executes the appropriate desktop actions automatically. This reduces manual effort, ensures process consistency, and speeds up the overall employee lifecycle experience.
      2. Define the role and necessary steps so that the AI agent can carry out its tasks.
        Remarque :
        The AI agent uses this information as guidance to tailor its responses and actions.
        Tableau 2. Define the role and required steps
        Field Description
        AI agent role Automates the intake of badge-related requests and performs accurate, end-to-end execution of badge actions—such as issuance, replacement, temporary provisioning, and deactivation—across the HR and security systems.
        List of steps
        Remarque :
        If your automation requires manual inputs, such as entering an OTP or CAPTCHA, you must provide instructions to the AI Agent to wait for the user input during execution. Otherwise, the automation can't proceed.

        Read the comma-separated Request numbers from the input by invoking the Read Request details desktop action.

        Launch and log in to the Employee Badge Management application by invoking the Badge application login desktop action.

        Based on the details of each Request, perform one of the following actions that is applicable.
        • Create a badge
          1. Create a badge in Employee Badge Management application by invoking Create new badge desktop action.
          2. If badge creation failed, create an incident with the issue details. Otherwise, continue with other steps.
        • Deactivate a badge
          1. Deactivate a badge in Employee Badge Management application by invoking Deactivate badge desktop action.
          2. If badge deactivation failed, create an incident with the issue details. Otherwise, continue with other steps.
        • Reissue Badge
          1. Reissue a badge in Employee Badge Management application by invoking Reissue badge desktop action.
          2. If badge deactivation failed, create an incident with the issue details. Otherwise, continue with other steps.
        • Issue a temporary badge
          1. Issue a temporary badge in Employee Badge Management application by invoking Issue temporary badge desktop action.
          2. If badge reissue failed, create an incident with the issue details. Otherwise, continue with other steps.

        Log out of the Employee Badge Management application by invoking the Badge application logout desktop action.
      3. Select Save and continue.
        You’re directed to the Add tools and information page.
    4. On the Add tools and information page, add Desktop actions tools for AI agents to automate your desktop tasks.
      1. In the Add tool drop-down list, select Desktop action.
      2. In the Select a type of desktop action field, select UI block
      3. In the Select a desktop action drop-down list, select Create new badge desktop action.
        This desktop action enables AI agents to create a badge in the Employee Badge Management application.
      4. Provide a name and tool description for this desktop action configuration.
        Tool description of the desktop action helps with what it’s going to do to assist your AI agent.
        Remarque :
        This description is sent to the large language model (LLM).
      5. In the Execution mode field, select Autonomous.
      6. Select Add.
        The desktop action is added in the Desktop actions list on the Add tools and information page.
      7. Similarly, add the following desktop actions related to the badge management to this AI agent.
        • Badge application login
        • Badge application logout
        • Reissue badge
        • Deactivate badge
        • Issue a temporary badge
        • Read Request details
    5. Select Save and continue.
    6. Complete the remaining steps that are necessary.
      For more information, see Create an AI agent.
    7. Select Save and test to complete the configuration steps or review a previous step by selecting Back.

      Selecting Save and test leads you to the AI agent testing page, where you can test the AI agent that you created. For more information, see Manually test the execution of an AI agent.

      To test the AI agent, you must have the sn_aia.admin role and any roles the ACLs configured for the AI agent and its tools require, if applicable.

    Que faire ensuite

    Enable your HR representatives to trigger AI agents from the Now Assist panel to address badge-related requests.

    For more information, see Example: Use AI agents to process badge-related requests automatically.