Inquiry resolution provider AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent assists with invoice inquiries by providing resolution details based on the invoice and its related data. It is intended for use by Accounts Payable Operations agents handling invoice inquiries.

    Workflow

    The agent helps users complete tasks related to inquiry resolution provider.
    1. Use the "Invoice Inquiry resolution generator and case update" tool to extract invoice details, payment details, invoice lines, and tax lines for the provided invoice inquiry number.
    2. Once the plan is displayed to the user, ask the user if they want to close the case.
    3. Based on the user's response, either close the case or update the work notes.
    Table 1. Configuration
    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.
    Tools
    Script
    Close the case
    Invoice Inquiry resolution generator and case update
    Agent roles (ACLs) sn_ap_cm.agent
    Data access roles sn_ap_cm.agent
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Not applicable.

    For more information on Accounts Payable Operations, see Accounts Payable Operations.