Asset next best action AI agent

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

    • This AI agent guides users through the repair order task process by validating task numbers, identifying task types, and routing the workflow to the correct specialized agent for troubleshooting or repair. The agent processes one task at a time to ensure accurate handling of hardware asset repair order tasks.

    Workflow

    The agent identifies a repair order task type and routes the work to the appropriate specialized agent for completion.
    1. Verify that a repair order task number is provided, prompting the user if it is missing.
    2. Retrieve the task details and perform validation to confirm the task name, asset information, and status.
    3. If validation returns an error, inform the user and end execution.
    4. Display the identified task details to the user, including the task name, asset model, and manufacturer.
    5. Route to the appropriate workflow: if the task name is Troubleshoot Asset, invoke the evaluate asset flow; if the task name is Repair Asset, invoke the repair asset flow.
    6. Terminate the workflow after the appropriate section has completed execution.
    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
    Get task details and perform validation
    Agent roles (ACLs) inventory_user
    Data access roles inventory_user, 8c5ce94b77ac4210fa3fca22fe5a994b
    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

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows
    • Help repair enterprise assets
    • Help repair hardware assets

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