IT Service Desk · Agent blueprint · validated with 6 team members

Password resets and account unlocks agent

Takes each case from ServiceNow through Active Directory Users and Computers and records the result, with a person approving changes.

79readiness · Ready for an agent

11–17 hback per week, of 29 h now

$33K–49Ka year

1–2 wkto build · size S

Trigger

A new account locked arrives in ServiceNow

Done when: User confirms they can sign in; ticket resolved with the standard note.

Needs: Record number; Fields: New password, Resolution notes, State

What the agent does

1
Read the account locked details · ServiceNowconnector
2
Look up the record in Active Directory Users and Computers · Active Directory Users and Computersconnector
3
Send the proposed changes to a person to approve · Teamsperson
4
Set New password · Active Directory Users and Computersconnector
5
Look up the record in ServiceNow · ServiceNowconnector
6
Set Resolution notes · ServiceNowconnector
7
Set State · ServiceNowconnector

Decisions the agent makes

Decide	Rule	Source
New password	Not known yet: ask the team	Not known yet
Resolution notes	Write: Standard note: verified identity, reset, user confirmed.	The team
State	Not known yet: ask the team	Not known yet

Where a person signs off

A person approves every change to accounts, access or records (company policy).

Exceptions

When	What the agent does
New phone means MFA re-registration as well. (Sometimes (under 1 in 10))	Hand to a person with what the agent found
Executives go to the senior tech. (Sometimes (under 1 in 10))	Hand to a person with what the agent found
the case needs How to unlock an account \| IT Knowledge Base \| Confluence (17% of cases)	Hand to a person with what the agent found so far
the case waits for someone (5% of cases, about 1.6 h)	Send a reminder after 2 hours and post the status on the ticket
the case waits for an approval (100% of waits, per the team)	Track it and remind after 2 hours

Build with

Microsoft 365 Copilot: Drafts and summaries for the person approving
Copilot Studio: Agent logic, approvals and the person's view in Teams
Power Automate: Runs the steps and connects the systems

Skills: Microsoft 365 Copilot, Copilot Studio

Before building

A service account with the needed rights in ServiceNow
A service account with the needed rights in Active Directory Users and Computers

Risks

ServiceNow → Active Directory Users and Computers: values retyped 28% of the time today
Edge cases not seen in the observed week

How we'll know it worked

Team hours on this task (now 29 h a week)
Typical work per case (now 6.1 min)
Share of cases finished without a person beyond the approval

Still to answer before building

New password: how is it decided?
State: how is it decided?

Evidence

72% of cases follow the same steps
29 team hours a week
data is moved by hand from ServiceNow to Active Directory Users and Computers (28% retyped)
15% of cases redo steps
17% of cases need an extra lookup (an exception the agent must handle)

Observed main path (72% of cases): Account locked (ServiceNow) → Active Directory Users and Computers → Edit New password → Account locked (ServiceNow) → Edit Resolution notes → Edit State

Handover spec for the builder (text) →

Designed by AI from how the team did this work (2026-10-19 to 2026-10-24), the company's tools and its rules. A starting point for the builder: confirm system access and approvals before building.