Agent Assist issue
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3 weeks ago
Hi,
I verified the Agent Assist configuration for SOW, and it matches the setup described in the link below.
However, I still do not see Agent Assist when creating an incident. The instance is running on the Australia version.
Does anyone know what might be causing this issue, or if there are any additional configurations or prerequisites I should verify?
Thank you.
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3 weeks ago
Hi @Lyzet Garrido ,
The first thing to verify is whether Agent Assist is missing only while creating a new, unsaved Incident, or whether it is also missing after the Incident is saved.
Test first:
1. Create an Incident.
2. Enter a Short description.
3. Save the Incident.
4. Reopen the saved Incident in Service Operations Workspace.
5. Check the contextual side panel for Agent Assist.
If Agent Assist appears after saving, the Incident table configuration is working. The issue is limited to the new-record page/variant, which is different from the Standard Record Page used for saved records.
If Agent Assist is also missing on saved Incidents, verify the following.
1. Confirm the Service Operations Workspace version
For SOW 4.0 and later, configure Agent Assist through:
Now Experience Framework
-> UI Builder
-> Page Collections
-> SOW Sidebar tabs top
-> Agent Assist SNC
For versions earlier than SOW 4.0, use the older UX Screen configuration through:
sys_ux_screen_type.list
Following the pre-4.0 procedure on a newer SOW version will not correctly configure the Standard Record Page.
2. Verify the Agent Assist screen conditions
Open Agent Assist SNC and confirm:
- Scripted Screen Condition is Active.
- The script condition permits the Incident table.
- The Screen Condition contains Incident.
The screen condition should include:
controller.sowrecordctrl.table=incident
3. Verify the Macroponent Configuration
Open the Agent Assist SNC variant record and confirm that Macroponent Configuration contains an Incident entry mapped to the sys_id of the Incident Workspace table configuration.
Do not use the sys_id of a Platform UI table configuration. The mapping must reference the Workspace table configuration.
4. Verify the Contextual Search table configuration
Navigate to:
Contextual Search
-> Table Configuration
Confirm that the Incident configuration has:
Table: Incident
UI type: Workspace
Active: True
Search context: A valid search context
Search field: Short description
Also confirm that Short description is visible on the Workspace form.
5. Verify roles and access
Test with a user who has the appropriate Incident agent role, such as:
itil
or
sn_service_desk_agent
Also review:
- Required roles on the Contextual Search table configuration
- Knowledge Base Can Read user criteria
- Article-level user criteria
- ACL access to the returned resources
6. Identify whether the issue is visibility or search results
If the Agent Assist icon is not displayed:
Check the UX Screen condition, scripted condition, Macroponent Configuration, page variant, and SOW version.
If the Agent Assist icon is displayed but no results appear:
Check the Contextual Search table configuration, Search Context, Search Fields, search resources, Knowledge access, and the Short description value.
7. Test using OOB configuration
Test with:
- A saved Incident
- A populated Short description
- An admin or ITIL user
- An OOB SOW record page
- An active Knowledge article accessible to the test user
Avoid cloning or modifying the OOB Agent Assist component until the issue has been reproduced using the OOB Standard Record Page.
If Agent Assist remains missing on saved Incident records after these checks, review the installed Service Operations Workspace Store application version and applicable updates. If the issue reproduces with the OOB page and configuration, open a Now Support case.
Official references:
Configure Agent Assist for SOW 4.0 and later:
https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/configure-agent...
Edit the Agent Assist table configuration:
https://www.servicenow.com/docs/r/it-service-management/service-operations-workspace/edit-the-table-...
Configure a Contextual Search table:
https://www.servicenow.com/docs/r/platform-administration/contextual-search/t_DefineContextualSearch...
Hope this helps!
If this response helped, please mark it as Helpful.
If it resolves your issue, please Accept it as Solution.
Kind Regards,
Abhishek Pal
