Order enrichment AI agent

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

    • This Sales Customer Relationship Management agent identifies enrichment tasks for order line items and their children using historic data, confirms the task list with the user, and creates them.

    Workflow

    1. Fetch the details for the given top-level order line item and all its children.
    2. For each order line item, check for existing historic enrichment tasks. If none exist, identify the available tasks instead.
    3. Display the proposed tasks grouped by order line item. If rejected, let the user provide their own task list per line item, validate it, and confirm again (repeating until satisfied).
    4. Once confirmed, create the enrichment tasks for each order line item.
    5. Mark the trigger task as closed complete. If no tasks were created, reset all order line item states back to new.
    6. Display a summary of all steps taken, including created task numbers grouped by order line item, or note that none were created.
    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
    Create Enrichment Tasks
    Fetch Top Order Line info.
    Find available Enrichment tasks for given specification
    Find historic enrichment tasks
    Update top OLI state back to new.
    Update Trigger task state.
    Validate task names
    Agent roles (ACLs) sn_somt_gen_ai.sales_and_order_fulfillment_ai_agent
    Data access roles sn_ind_tmt_orm.order_fulfilment_agent, sn_gaf.data_writer
    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

    Default VA Workflow

    Learn more about Sales Customer Relationship Management at Sales Customer Relationship Management.