Modifying the default Service Requests ServiceNow tool settings

As an administrator, configure the Service Requests ServiceNow tool to help agents retrieve active service request data from ServiceNow and respond to service request-related queries through the Employee Navigator interface. This setup improves support efficiency and enhances the overall user experience.

The Service Requests 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 Service Requests 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 Service Requests ServiceNow tool.
2. In the Configuration field, modify the following settings:

   Setting	Description
   sys_params	A comma-separated list of fields that define the service request attributes returned in the response. The sys_id and number fields are always included in the response, even if they are not added.
   limit	The number of service requests returned per query.

   Default configuration:

   {
     "sys_params": "sys_id,number,short_description,sys_updated_on,quantity,price,state,cat_item",
     "limit": 10
   }
3. Click Save.

Where to go from here

Adding tool and toolkit for an AI Agent