Microsoft license assignment AI agent

This Software Asset Management agent assigns a Microsoft license to a user for a given request item, handling integration profile selection, reservation order creation, and Entra ID group assignment.

Workflow

1. Run the Microsoft License Assignment tool with the request item number. If it returns an error, stop immediately.

2. If there are multiple integration profiles for Microsoft 365 available, prompt the user to select one and re-run the tool with the selection. If there is only one, the system automatically proceeds with that.

3. If licenses aren’t currently available but entitlement details exist, offer to create a reservation order. Show the draft order for review and allow date adjustments (validated against the entitlement date range). Create the order in the ServiceNow instance, and inform the customer they must complete the order creation on the Microsoft portal.

4. Review existing Entra ID groups that carry the same license. If multiple groups are found, prompt the user to select one. If only one exists, use it automatically.

5. Assign the license to the user, including the selected group if applicable.

6. If there are no existing Entra ID groups, ServiceNow adds a license to the user at the user level. This applies if the customer is using user-level licensing rather than managing through Entra ID groups.

<table><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Allow third party to access this AI agent

</td><td>

When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.

</td></tr><tr><td>

Allow AI specialists to access this AI agent

</td><td>

When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.

</td></tr><tr><td>

Manage long-term memory

</td><td>

When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.

</td></tr><tr><td>

Tools

</td><td>

• Scripts

AssignLicenseToUser

Microsoft License Assignment

ReviewExistingEntraIDGroups

</td></tr><tr><td>

Allowed user roles The specific user roles that can access this AI agent.

</td><td>

procurement_user

</td></tr><tr><td>

Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take.

</td><td>

procurement_user, itil, now_assist_panel_user

</td></tr><tr><td>

Triggers

</td><td>

Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.

</td></tr><tr><td>

Channels

</td><td>

Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.

</td></tr><tr><td>

Used in agentic workflows

</td><td>

Help manage software requests

</td></tr></tbody> </table>Learn more about Software Asset Management at Software Asset Management.

Parent Topic:Software Asset Management AI agents