Manage approvals with Now Assist Approval Assistance AI agent

  • Release version: Zurich
  • Updated November 14, 2025
  • 2 minutes to read

    • Manage the approvals that are assigned to you by using the Now Assist Approval Assistance Agent for REQ and RITM.

    Before you begin

    Ensure that you
    • Download the Now Assist for Employee Experience plugin.
    • Learn about AI agents and have read access to the record to auto-process approvals.
    • Ensure you are on Zurich patch 4 or above.
    • The agent supports only REQ and RITM.

    Role required: approver_user, sn_request_read, sn_write

    About this task

    Use the Now Assist Approval Assistance Agent to manage your assigned approvals. Using an AI agent, you can
    • Pull all the information and records for approvals automatically.
    • Review the policies, checklist, and evaluation criteria.
    • Approve the requests based on the Now Assist recommended decision.

    Procedure

    1. Navigate to All > Self-Service > Employee Center > My tasks.
    2. Select the request from the available list that you want to work on.
      The details are displayed on the card with the summary.
    3. Select the Review with NowAssist button.
      NowAssist performs the following actions:
      • Triggers an AI agent to review the request.
      • Verifies the request for policy compliance.
      • Generates an eligibility checklist and criteria.
      • Shows the criteria for match or mismatch.
      • Provides an option to act on approval such as Approve and Reject
        Note:
        You can select View AI Agent Processing Steps to see the details.
      Figure 1. Review with NowAssist
      Approval Assitance agent checklist
    4. Select Approve or Reject.
      Figure 2. Approve or reject with NowAssist
      Summarization on NowAssist for Employee Experience on click
      Note:
      Currently, HR requests aren't supported out-of-the-box.
      The response appears I am ready to process your approval request for <request description>. Is it okay to proceed?
    5. Select Yes or No.
      Figure 3. Confirm Approval with NowAssist
      Summarization on NowAssist for Employee Experience on click
      Note:
      The agent supports only REQ and RITM. HR requests aren’t supported. However, by configuring the sp_approval_configuration record, you can set up support for for HR case too.
    6. Request is approved and moved from Open to the Completed tab.

    What to do next

    Review how to set up and use the Approval Assistance AI agent. For more information about agentic workflow and activating the required components, see the following topics:
    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.