Modifying the default Asset ServiceNow tool settings

As an administrator, configure the Asset ServiceNow tool to help agents retrieve active user assets and configuration items (CIs) from ServiceNow and respond to asset-related queries through the Employee Navigator interface. This setup improves support efficiency and enhances the overall user experience.

The Asset ServiceNow tool is available out-of-the-box, but you cannot modify it directly. However, you can add a new tool to modify the default tool configuration.

Before you begin

Make sure you have cloned an out-of-the-box agent, because you can only add a custom tool to a cloned out-of-the-box agent.

For more information, see Cloning an agent.

To modify the default Asset ServiceNow tool settings

1. Add a new tool in your environment. For more information, see Adding tool and toolkit for an AI Agent.
   The new tool must replicate the field value configuration of the existing out-of-the-box Asset ServiceNow tool.
2. In the Configuration field, modify the following settings:

   Setting	Description
   sys_params	A comma-separated list of fields that define the asset item attributes returned in the response. The sys_id, display_name, ci.name and ci.sys_id are always included in the response, even if they are not added.
   limit	The number of asset items returned per query.

   Default configuration:

   {
    "sys_params": "sys_id,display_name,ci.name,ci.sys_id,asset_tag,model_category.name,company.name,install_status,cost",
    "limit": 10
   }
3. Click Save.