Approval Assistance AI Agent
ServiceNow's Approval Assistance AI Agent retrieves approval requests requiring a user's attention, evaluates relevant record information and assists the user in making approval decisions. Approval or rejection remains an explicit user action.
Recorded characteristics
- Function
- The Approval Assistance AI Agent can retrieve a user's pending approval requests, present details of approval records, filter approvals by attributes such as request type or priority, generate a Gen AI checklist from configured knowledge base articles and policies to support decision making, and carry out approve or reject actions that the user instructs, including optional rejection comments.
- Data access
- ServiceNow documents that the agent displays data from the Approvals [sysapproval_approver] table, showing approval records assigned to the signed-in user. Reading records in other tables that go through the approval process requires additional roles (for example sn_change_read for Change Request records) and, where records are restricted to an application scope, cross-scope privileges. Access beyond the documented approval workflow is not established.
- Actions
- Can take actions
- External actions
- Unknown
- Human confirmation
- Required
- Permission basis
- Mixed
- Administrative control
- ServiceNow documents that AI agents use role masking to determine which users can access them, that end-user access requires the approver_user and sn_request_approver_read roles with additional table roles as needed, that the approval_admin and admin roles are required to configure the agent's display fields and knowledge base search fields, and that administrators may need to grant cross-scope privileges to the ServiceNow Otto Agents for Requester plugin. No other administrative controls are established for this capability.
- Default state
- Not established
- Availability
- ServiceNow documents the agent as accessible from AI Agent Studio under the AI Agents tab and usable through Virtual Agent, the ServiceNow Otto panel and Microsoft Teams. The documentation states the agent is installed with certain applications and that entitlements should be checked; broader availability is not established.
- Licensing
- Not established. The reviewed documentation states only that the agent is installed with certain applications and directs users to check their entitlements; it does not establish licensing terms for this capability.
- External model or provider
- Not established. The reviewed documentation does not identify a model or model provider for this capability.
- Limitations and uncertainty
- This record concerns the Approval Assistance AI Agent and its documented approval workflow only; capabilities of other ServiceNow AI agents are not inherited. External-action capability, default state, licensing and external model or provider are not established by the reviewed evidence. One of the two requested ServiceNow documentation URLs could not be read reliably, so no claims are drawn from it.
Evidence
- Platform Approval assistance AI agent
Supports: Function · Data access · Actions · Human confirmation · Permission basis · Admin controls · Availability · Limitations · Primary source
Documents that users can view pending approvals, filter them, request details, and approve or reject requests, with follow-up questions and a Gen AI checklist drawn from knowledge base articles and policies.
States that the agent displays data from the Approvals [sysapproval_approver] table and that additional roles are needed to read other tables whose records go through the approval process.
States that users can approve or reject requests and tickets through the agent, with optional rejection comments.
States that the user tells the agent to approve or reject specific approvals, so the approval decision follows an explicit user instruction.
States that end users require the approver_user and sn_request_approver_read roles, that additional table roles may be needed, and that role masking and cross-scope privileges determine access.
States that the approval_admin and admin roles are required to configure display fields and knowledge base search fields, that AI agents use role masking, and that cross-scope privileges may need to be granted.
States that the agent is available from AI Agent Studio under the AI Agents tab and can be used in Virtual Agent, the ServiceNow Otto panel or Microsoft Teams, and that it is installed with certain applications subject to entitlements.
Documented scope is the approval workflow; the page does not establish external-action capability, default state, licensing or model provider.