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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

IT Service Management AI agent collection Manage Microsoft 365 group members agentic workflow

Use the Microsoft 365 group membership AI agent to manage users in the Microsoft 365 email distribution list.

Manage Microsoft 365 group members agentic workflow overview

Using the Manage Microsoft 365 group members agentic workflow, add or remove names and their email address from the Microsoft 365 email distribution list.

Important:

IfDo this
You want the workflow output of adding or removing users to go through an approval process.
  1. Add the sn_itsm_aia.office_365_group_member_approval.required system property.

Note: This property is set to true by default.

  1. Add the sn_itsm_aia.office_365_group_member_approval.group_id system property.
  2. Add the sys_id of the group that you want to use for approvals as the value of the sn_itsm_aia.office_365_group_member_approval.group_id system property.
  3. Add users that you'd like to approve the output for this agentic workflow in the Office 365 Approval group.
You don’t want the workflow output of adding or removing users to go through an approval process.Set the sn_itsm_aia.office_365_group_member_approval.required system property to false.

Note: The Manage Microsoft 365 group members agentic workflow doesn’t have a trigger and is invoked manually.

To modify the Manage Microsoft 365 group members agentic workflow, duplicate it, and adjust the settings according to your requirements.

Important: When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

Manage Microsoft 365 group members

Autonomously manage adding and removing users in a Microsoft 365 email distribution list.

To access the agentic workflow:

  1. Navigate to All > AI Agent Studio > Create and manage.
  2. Select Manage Microsoft 365 group members.

AI agents used in the Manage Microsoft 365 group members agentic workflow

The Microsoft 365 group membership AI agent is used to look up Microsoft 365 groups and add or remove members from the email distribution list.

Important: In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.

Add or remove group members in a Microsoft 365 group

In the agentic workflow record:

  1. Review the information in the Describe and connect screen and in the Define trigger screen, make the necessary updates, and then select Save and Continue.
  2. In the Select display screen:
    1. Choose where you want the agentic workflow output to be displayed.

    2. Use the arrow next to it to add roles that can access the agentic workflow.

      Note: The itil role is added by default. You can change the role for the agent. If you change the role, you must also change the role in the following three flow and flow action ACLs:

      • sn_itsm_aia.look_up_group
      • sn_itsm_aia.look_up_user
      • sn_itsm_aia.manage_office_365_group_member
        1. Select Save and test.

      The agent executes the request for the agentic workflow.

Example of the Manage Microsoft 365 group members agentic workflow output in the ServiceNow AI Agent Studio

Image omitted: now-assist-itsm-aiagents-o365-group-manage.png
Microsoft 365 group members agentic workflow output.

In the AI Agent Studio, the human agent gets notified as soon as one or more users are added or removed so that they can follow the on-screen instructions and complete the task. For more information, see Request the generative AI capabilities in ITSM by using the Now Assist panel.