---
title: Repair asset AI agent
description: This AI agent assists users in resolving issues with assets that are in a defective or pending repair state. It specializes in identifying and suggesting appropriate repair steps by leveraging the Web Search tool. The agent guides users through the repair process, helps them select a suitable resolution, and automatically updates and completes the repair task upon confirmation.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/itam-repair-asset-ai-agent.html
release: australia
topic_type: reference
last_updated: "2026-08-14"
reading_time_minutes: 2
breadcrumb: [Asset Management AI agents, IT Asset Management, AI agents library, AI assets, Enable AI experiences]
---

# Repair asset AI agent

This AI agent assists users in resolving issues with assets that are in a defective or pending repair state. It specializes in identifying and suggesting appropriate repair steps by leveraging the Web Search tool. The agent guides users through the repair process, helps them select a suitable resolution, and automatically updates and completes the repair task upon confirmation.

## Workflow

The agent helps users to repair assets.

1.  Uses the asset manufacturer and model details provided.
2.  Determine if the issue is known.
3.  If the issue is known, perform a web search and create a step by step hardware evaluation plan. Provide part requirements for each of the suggested repair steps. Give detailed steps for each issue.
4.  Refine and format search results.
5.  Display numbered repair steps along with part requirements to the user, one at a time.
6.  If the user indicates that the problem is solved, end the workflow.
7.  If the user indicates that the problem is not solved, ask the user to share the exact query again. Perform a web search based on that query and display the results.
8.  End the workflow when the user confirms the steps resolved the issue or when the user remains unsatisfied after the second troubleshooting attempt.

<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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md).

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

Tools

</td><td>

-   **Conversational Topic**

Repair Order - Repair result

-   **Web Search**

Use web search


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

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

</td><td>

inventory\_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>

inventory\_user, sn\_eam.asset\_technician

</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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md).

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

Channels

</td><td>

Enable the AI agent for the ServiceNow Otto panel.

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

Used in agentic workflows

</td><td>

-   Help repair enterprise assets
-   Help repair hardware assets

</td></tr></tbody>
</table>Learn more about Asset Management at [Asset Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/it-asset-management/asset-management-landing-page.md).

**Parent Topic:**[Asset Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/itam-ai-agents-overview.md)