Fulfill repair orders by using an agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 8 minutes to read
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    Summary of Fulfill repair orders by using an agentic workflow

    The help repair enterprise assets agentic workflow in ServiceNow streamlines and automates the troubleshooting and repair of defective enterprise assets. It leverages AI agents to generate detailed diagnostics, troubleshooting, and repair instructions while automatically validating, updating, and closing related tasks. This workflow improves repair accuracy, consistency, completion rates, and enhances the user experience for asset technicians.

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    Activation and configuration of the workflow are customizable based on organizational needs, and it is enabled by default. Security measures, including Access Control Lists (ACLs) and role masking, govern the execution and access of AI agents and workflows to ensure proper permissions and user identity management.

    Key Features

    • Task Validation: The workflow validates repair asset tasks based on criteria such as task status, uniqueness, assignment to a qualified technician, and asset model compatibility before proceeding.
    • Repair Order Initiation: Asset repair requests can be initiated via Service Catalog, Enterprise Asset Workspace Inventory view, or directly from asset records, automatically generating repair orders and troubleshooting tasks.
    • AI Agent Integration: Multiple AI agents collaborate to manage and complete repair tasks:
      • Asset next best action AI agent: Validates tasks and triggers appropriate AI agents based on task type.
      • Evaluate asset AI agent: Conducts web searches to identify asset issues and generates troubleshooting instructions.
      • Repair asset AI agent: Generates repair instructions based on confirmed asset issues.
    • Interactive Troubleshooting and Repair: Technicians follow AI-generated steps displayed in the ServiceNow Otto panel. The workflow adapts dynamically based on technician feedback, refining searches or progressing to repair, redeployment, or disposal steps.
    • Task Lifecycle Management: Tasks are automatically updated or closed by AI agents upon completion of troubleshooting or repair activities, with subsequent tasks generated as needed for evaluation or disposal processes.

    Practical Use and Outcomes

    ServiceNow customers using this workflow can expect an automated, guided process for asset repair that reduces manual effort and increases repair success. Technicians receive clear, AI-generated instructions and can track progress through the Otto panel. The workflow ensures that only valid, active tasks assigned to qualified users proceed, maintaining data integrity and security.

    By integrating AI agents, customers benefit from continuous refinement of troubleshooting and repair guidance based on real-time inputs, helping to accurately diagnose issues and determine appropriate next steps such as repair, redeployment, or disposal. This leads to higher asset uptime, efficient task management, and streamlined operations within Enterprise Asset Management.

    You can use the help repair enterprise assets agentic workflow to help you manage and complete the troubleshooting and repair of your defective enterprise assets. The workflow uses a collection of AI agents to automatically generate comprehensive troubleshooting, diagnostics, and repair instructions for these assets. The workflow uses also uses these AI agents to automatically validate, update, and close relevant tasks.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.
    Note:
    Before you use the help repair enterprise assets agentic workflow, you can configure and activate it based on your organization's needs. For detailed instructions, see Configure and activate agentic workflows for Enterprise Asset Management.
    Important:
    This agentic workflow is turned on by default. For more information, see AI agents, skills, and agentic workflows on by default.

    Help repair enterprise assets agentic workflow overview

    The help repair enterprise assets agentic workflow helps you manage and complete your enterprise asset troubleshooting and repairs. This workflow provides the following benefits:
    • Streamlines the troubleshooting and repair process.
    • Improves the accuracy and consistency of your troubleshooting and repairs.
    • Increases troubleshooting and repair completion rates.
    • Enhances and simplifies the user experience.
    Important:
    You can enable security implementation to execute AI agents and agentic workflows through Access Control Lists (ACLs) and user identities. ACLs provide the Run As capability to let agents and agentic workflows execute actions either as a dynamic user or as an AI user. For more information, see Implement access control in AI agents.
    Important:
    By default, all agentic workflows and AI agent records are read-only.

    Role masking

    Agentic workflows and their AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an agentic workflow.

    Validating repair asset tasks

    Before the help repair enterprise assets agentic workflow can help you manage and complete the troubleshooting or repair of a defective enterprise asset, it must validate the corresponding repair asset task. The workflow proceeds only if the task meets the following criteria:
    • The task has a valid and unique task number.
    • The task is active.
    • The task has not already been completed.
    • The task is assigned to a user with the sn_eam.asset_technician role.
    • The asset is associated with one of the following models:
      • Any valid enterprise model
      • Any valid hardware model that is supported by the OT Asset Management application

    Stages in the help repair enterprise assets agentic workflow

    The help repair enterprise assets agentic workflow helps you manage and complete the troubleshooting and repair of defective enterprise assets through the following stages.
    Table 1. Workflow stages
    Stage Steps
    Enterprise asset repair initiation
    1. A user with the sn_eam.asset_technician role requests the repair of a defective enterprise asset through one of the following options:
    2. A repair order and corresponding repair order line are created.
    3. A troubleshooting-based repair asset task is automatically generated for the repair order line.
    Repair asset task assignment
    1. The repair asset task must be assigned to a user with the sn_eam.asset_technician role.
      • If the task is not already assigned to a user, a new user assignment must be added.
      • If the task is already assigned to a user, the user assignment can be updated.
    2. After the user assignment is added or updated, the help repair enterprise assets agentic workflow invokes automatically.
      Note:
      If the trigger to invoke the workflow is deactivated, the workflow must be invoked manually. For instructions on how to activate or deactivate this trigger, see Activate an agentic workflow template.
      Note:
      The progress of the workflow is updated and displayed in the ServiceNow Otto panel. Users can access the panel by selecting the ServiceNow Otto icon on the page header of their ServiceNow instance.
    Repair asset task validation The asset next best action AI agent validates the repair asset task.
    Note:
    For the complete list of validation criteria, refer to Validating repair asset tasks.
    • If the validation is successful, the workflow can proceed with helping the user troubleshoot the asset.
    • If the validation is unsuccessful, the task must be updated and then re-validated.
    Asset troubleshooting After the repair asset task is successfully validated, the workflow helps the user troubleshoot the asset.
    1. The asset next best action AI agent triggers the evaluate asset AI agent.
    2. The evaluate asset AI agent performs a web search to identify potential asset issues and to generate corresponding troubleshooting steps.
      Note:
      All troubleshooting steps are displayed in the ServiceNow Otto panel.
    3. The user who is assigned to the repair asset task must perform all troubleshooting steps to determine the asset issue.
    4. In the ServiceNow Otto panel, the AI agent asks the user to confirm if the troubleshooting steps helped with determining the asset issue.
    5. Depending on if the troubleshooting steps helped the user, the workflow proceeds as follows:
      • If the troubleshooting steps helped, the AI agent asks the user to confirm whether the asset is repairable, unrepairable, or redeployable. The workflow then proceeds to step 6.
        Note:
        If the user confirms that the asset is repairable, a corresponding repair-based repair asset task is automatically generated. The user is automatically assigned to this task.
      • If the troubleshooting steps did not help, the AI agent refines its web search. The workflow then returns to step 2.
    6. The AI agent requests details about the asset issue.
    7. After the user provides all necessary details, the repair asset task is closed.
      Note:
      You can view details about the completed troubleshooting steps in the work notes of the repair asset task.
    8. Depending on whether the asset is repairable, unrepairable, or redeployable, the workflow proceeds as follows:
    Repair asset task validation If the user confirmed that the asset is repairable, the asset next best action AI agent validates the corresponding repair-based repair asset task that was automatically generated.
    Note:
    For the complete list of validation criteria, refer to Validating repair asset tasks.
    • If the validation is successful, the workflow can proceed with helping the user repair the asset.
    • If the validation is unsuccessful, the task must be updated and then re-validated.
    Asset repair After the repair asset task is successfully validated, the workflow helps the user repair the asset.
    1. The asset next best action AI agent triggers the repair asset AI agent.
    2. The repair asset AI Agent performs a web search to generate repair steps based on the asset issue that was determined during troubleshooting.
      Note:
      All repair steps are displayed in the ServiceNow Otto panel.
    3. The user who is assigned to the repair asset task must perform the repair steps.
    4. In the ServiceNow Otto panel, the AI agent asks the user to confirm if the repair steps helped with resolving the asset issue.
    5. Depending on if the repair steps helped the user, the workflow proceeds as follows:
      • If the repair steps helped, the AI agent asks the user to confirm whether the asset was repaired, unrepairable, or redeployable. The workflow then proceeds to step 6.
      • If the repair steps did not help, the AI agent refines its web search. The workflow then returns to step 2.
    6. The repair asset task is closed.
      Note:
      You can view details about the completed repair steps in the work notes of the repair asset task.
      • If the repair asset task is closed with a resolution of Repaired, a corresponding Evaluate asset task is automatically generated. The user must then evaluate the repair to confirm if the asset is redeployable or must be disposed of. For more information on evaluating an asset repair, see Evaluate the repaired asset in the Enterprise Asset Workspace.
      • If the repair asset task is closed with a resolution of Unrepairable, the user must dispose of the asset. For more information on asset disposals, see Create a disposal order in the Enterprise Asset Workspace.
      • If the repair asset task is closed with a resolution of Redeployable, the user can help redeploy it.

    AI agents used in the help repair enterprise assets agentic workflow

    The help repair enterprise assets agentic workflow uses the following AI agents to execute tasks that help you manage and complete your enterprise asset repairs and troubleshooting.
    Table 2. AI agents and their roles in the help repair enterprise assets agentic workflow
    AI agent AI agent role
    Asset next best action AI agent
    • Validates repair asset tasks.
    • Based on the task type of a given repair asset task, the asset next best action AI agent can trigger one of the following AI agents to help manage and complete the task:
      • Evaluate asset AI agent to manage a troubleshooting-based repair asset task
      • Repair asset AI agent to manage a repair-based repair asset task
    Evaluate asset AI agent
    • Identifies potential asset issues.
    • Generates comprehensive instructions to help troubleshoot assets.
    • Updates and closes troubleshooting-based repair asset tasks.
    Repair asset AI agent
    • Generates comprehensive instructions to help repair assets.
    • Updates and closes repair-based repair asset tasks.