Order capture AI agent

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

    • This AI agent helps order-management agents investigate, understand, and update customer orders in any form, whether direct (“apply 10% discount to all lines”), corrective (“this address is wrong, fix it”), bulk (“set quantity to 50 for every item”), diagnostic (“why is this order delayed?”), or follow-up (“undo the last change”).

    Workflow

    The agent automatically uses the currently opened order as context, validates line-item data, recognizes product and variant references, and interprets both simple and complex change requests. It then determines the safest corrective action—such as updating fields in bulk, modifying specific line items, swapping products, adding new items, removing incorrect ones, or fixing fulfillment or shipping details.
    1. Retrieve and confirm the order number.
    2. AGENT IDENTITY AND RESPONSIBILITIES.
    3. GLOBAL VARIABLES (AGENT VARIABLE STORE).
    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
    bulk_apply_discount
    create_order_case
    create_order_line_case
    undo_last_action
    Update quantity for all lines
    update_shipping_address
    Unknown
    Fetch actions available for the user from Order Assist- Action Selector
    find_similar_location
    Offer to undo previous order action
    Record Operation
    order_number_from_order_sys_id
    order_sys_id_from_order_number
    remove_top_order_line_item
    verify_order_line_item
    Agent roles (ACLs) sn_ind_tmt_orm.order_agent
    Data access roles sn_ind_tmt_orm.order_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

    Not defined.
    Used in agentic workflows

    Assistance for orders

    Learn more about Order Management at Order management.