Agent Assist

[Mireia Sanchez]

Dear all, 

Looking at the info here Set up Agent Assist (servicenow.com) and the option "how to display", could you please tell me if it´s possible to enable Agent Assist to appear as soon as we are in the "New Incident" window?

Right now I can see that Agent Assist does display as soon as the record is saved, but not when I´m in the record creation window which is not handy from an agent perspective. 

Thanks for your support!

[SatyakiBose]

Hello @Mireia Sanchez 

Agent Assist does work on the record creation window as well.

Here is how you can make it work.

• Type anything on the short description field, which would fetch some results from KB or catalogs.
• Click on the white space highlighted in the screenshot.
• The agent assist window now shows the desied results.

Now this same behavior can be see when you change the short description text.

The short description text doesnot change immediately, unless you set the focus of the cursor to some other area on the workspace.

Hope I was able to answer your question.

[Mireia Sanchez]

Thanks for you prompt answer SatyakiBose

That's the thing, I don't see agent assist in my Servicenow instance. I believe it can be configured to be displayed also within New Incident but I don't know how/where to apply this config change. Is this something you can help me with? 

Thanks again!

[Mireia Sanchez]

@SatyakiBose , I hope all good!

Would you have some time to let me know how to enable Agent Assist to display within the Ticket creation window?

As you can see in the screenshot I shared, in my ServiceNow instance Agent assist is not displaying while I´m in the New Ticket window. 

Thanks in advance for your support!

[SatyakiBose]

Hello @Mireia Sanchez 

Sorry for the delayed response.

Can you please check this KB out, and let me know if the configs exist on your PDI?

Agent Workspace - How to configure Agent Assist for a table - Support and Troubleshooting - Now Supp...