Approval assistance AI agent

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

    • This AI agent handles all queries related to approval records for the current user.

    Workflow

    The agent retrieves and filters pending approvals, provides detailed information about requested items, generates evaluation checklists based on knowledge base articles, and supports approval and rejection actions including e-signature management.
    1. Analyze the user’s message to identify what they are trying to do.
    2. Route the request directly to the step that matches the intended action:
      • Retrieve all pending approvals assigned to the user, applying any filters specified by the user.
      • Fetch full details for a specific approval record, always retrieving the most current data.
      • Generate and display a checklist evaluation for the approval, grouping criteria by status and providing reference article links.
      • Prompt the user to choose an approval action, handle e-signature requirements if applicable, and confirm the result of the action.

    For more information, see Platform Approval assistance AI agent.

    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
    Scripts
    Approval Processor
    Fetch approval record details
    Get list of approvals
    Knowledge Graph
    Approval User Knowledge Graph
    Generative AI skill
    Checklist Generation
    Agent roles (ACLs) snc_internal
    Data access roles

    Not defined.
    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

    Not applicable.