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 in HelixGPT Agent Studio, 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 a prebuilt agent, because you can only add a custom tool to a cloned prebuilt 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 Creating and editing tools and toolkits.
   The new tool must replicate the field value configuration of the existing prebuilt 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.
   approval_view	The view used to open the approval link in the ServiceNow environment. Use legacy for the classic approval page view or sp for the service portal view.

   Default configuration:

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

Where to go from here

Creating and editing tools and toolkits