Service request agent

minimum version 2026 1 the service request agent understands what the user needs and automatically submits the correct service request, making service delivery faster and easier to enable and configure the service request agent, do the following log in to as an open the configuration console and select ai configuration hub > agentic ai > agent settings enable the service request agent using the toggle button click configure to further configure the agent under messaging and interaction , configure the following settings successful creation enter a success message that agent displays following the successful creation of a service request you can add and to the message, which displays the service request id and link to the record allow transfer to live agent enable the toggle button to transfer the interaction to your service desk human agent in case the agentic ai bot cannot solve the user's request along with this toggle, you must also enable the allow transfer to live agent toggle in global settings > escalation handling under service request handling > default service request template , set the default service request template from the dropdown in response to a user's query, the agent presents the top three matching templates along with the default template you configured to the user for example, a user requesting a loaner laptop when a user clicks a link, the service request template opens in a web browser for further completion under advanced settings > service request description , define the scope of the service request agent by detailing the types of service request queries the agent can handle you can also provide some example queries related to service requests to help the agent better understand the context when users ask queries other than those defined here, the agent considers them out of context and replies to users accordingly modifying the intent description might result in unpredictable agent behavior we recommend that only users with experience in llm prompt engineering make these changes fields marked with an asterisk ( ) are mandatory analytics to view the performance metrics and usage statistics for your service request agent, open the configuration console and select ai configuration hub > agentic ai > agent settings > service request agent > configure > analytics the analytics page provides the performance of the service request agent it helps you monitor the following metrics number of sr agent interactions the total number of interactions initiated with the service request agent number of sr interactions transferred to live agents the number of service request interactions that were successfully transferred to a live agent sr live agent transfer rate the percentage of service request interactions that resulted in a successful transfer to a live agent number of sr's created by sr agent the total number of service requests successfully created by the service request agent sr agent completion rate the percentage of service request agent conversations that successfully resulted in service request creation number of conversations that result in no sr creation the number of service request conversations that did not result in service request creation the time range filter allows users to specify the period for which analytics data is displayed metrics on the analytics page are updated based on the selected time range limitations if multiple templates match a service request prompt, only the top three are displayed if none of these meets the user’s needs, the user should select the default service request template during live agent transfer, a conversation summary should be sent to the live agent at the beginning of the session this functionality is currently not working at the end of a live agent transfer session, users are not informed about what to do next however, when the session ends, the agentic ai is reset and users should initiate a new prompt, even if no live agent was available the agentic ai handles only it‑related issues other line of business (lob) queries, such as hr, facilities, and other non‑it requests are not supported form design limitations the agent renders a fixed set of controls text, multi line text, number, checkbox, single select dropdown, date, and time any other field type is shown as a plain text box advanced form designer styling, such as row alignment or custom masking, is not supported by the agent example a template that aligns fields into columns or masks a text field, such as social security number formatted as , renders as plain, stacked text boxes with no masking pick list restrictions only single select pick lists are supported multi select and select all options are not available radio button fields are not supported and appear as a text box pick list options must be available when the card is displayed dropdowns are intended for reasonably sized lists when the agent retrieves options directly, a single dropdown returns up to 200 values large pick lists are not automatically converted to a search box, except for employee fields, which use type ahead a very large list can exceed the microsoft teams card size limit and fail to display keep pick lists to a manageable number of options example a select applications to install field that allows multiple choices lets the user pick only one value a yes/no field built with radio buttons appears as a text box expression limits cascading (dependent) dropdowns are supported the parent field appears first, and after it is selected the child dropdown is shown on the next page, with its options filtered by the parent value the parent and child are presented on separate pages, not together on one card multi level chains (for example, country → state → city) span multiple pages the same way fields that are simply marked required are enforced you cannot continue to the next page or submit the request until they are filled, and the card highlights the missing field for conditional rules (written as expressions), support is partial show / hide a field based on another field’s value works for a single, simple condition (for example, show a field only when ostype = "windows") complex conditions — those combining multiple checks with and / or, or using functions — are not evaluated, and the field is left visible making a field required based on another field’s value is not evaluated; the field is treated as optional making a field read only based on another field’s value is not evaluated; the field may remain editable example (laptop loaner form) on page 1, you select platform = windows ; on page 2, the windows version field appears (simple show/hide — works) if you instead select platform = linux , windows version is correctly hidden however, if the template makes windows version required only when platform = windows , the agent does not enforce it — the field shows with no required marker and can be left blank file uploads file attachment fields are not supported file upload fields in the template are hidden, and requests submitted through the agent do not include attachments example a new hardware request template that asks the user to attach a quote or approval pdf submits with no file attached dates and times date fields block past dates but do not enforce minimum or maximum ranges, cross field date rules, or relative date limits date and time fields appear as date only pickers, so the time value is not captured time fields use fixed 15 minute intervals example (laptop loaner form) rules such as submit at least 2 days in advance and maximum loan of 3 weeks are not enforced users can select a return date beyond 3 weeks and still submit the request validation rules validation support is limited email fields are checked only loosely, and phone number and url formats are not validated complex or expression based validation rules are not enforced on the card, and read only fields may still appear editable example a phone field accepts abc123 , and an email field accepts john doe without a domain both values can be submitted without error ivanti recommends limiting agent enabled templates to standard field types with single select or cascading pick lists, and testing each service request template through the agent before deployment templates that use multi select fields, file attachments, radio or image fields, conditional (expression based) rules, or date range rules will not fully function