Modifying the default Approvals ServiceNow tool settings

As an administrator, configure the Approvals ServiceNow tool to help agents retrieve pending approvals from the ServiceNow environment and respond to approval-related queries through the Employee Navigator interface. This setup improves decision-making efficiency and enhances the overall user experience.

The Approvals ServiceNow tool is available out-of-the-box, but you cannot modify it directly. However, you can add a new tool to customize 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 Approvals 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 Approvals ServiceNow tool.
2. In the Configuration field, modify the following settings:

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

   Default configuration:

   {
    "sys_params": "sys_updated_on,due_date,comments,sysapproval.short_description",
    "limit": 10
   }
3. Click Save.

Where to go from here

Adding tool and toolkit for an AI Agent