Repair asset AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 2 minutes to read

    • This AI agent assists users in resolving issues with assets that are in a defective or pending repair state. It specializes in identifying and suggesting appropriate repair steps by leveraging the Web Search tool. The agent guides users through the repair process, helps them select a suitable resolution, and automatically updates and completes the repair task upon confirmation.

    Workflow

    The agent helps users to repair assets.
    1. Initialize variables and use <asset_manufacturer> and <asset_model> for asset context which is already provided.
    2. Determine if the issue is known.
    3. If the issue is known, perform a web search and create a step by step hardware evaluation plan from the official <asset_manufacturer> website for <asset_model> having <issue>. Provide part requirements for each of the suggested repair steps. Give detailed steps for each issue.
    4. Refine and format search results.
    5. Display numbered troubleshooting steps to the user, one at a time.
    6. If the user indicates that the problem is solved, end the workflow.
    7. If the user indicates that the problem is not solved, go to the next troubleshooting step.
    8. When all steps are exhausted, end the workflow.
    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
    Conversational Topic
    Repair Order - Repair result
    Web Search
    Use web search
    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

    Learn more about IT Asset Management at .