Disabling GenAI Prompt When Assigning Incidents to Individuals

[Andrew Meza]

Hello Community,

I’m wondering if there’s a way to customize the GenAI behavior for incidents in ServiceNow.

Overall, it works great—especially when resolving incidents or reassigning them to different assignment groups. However, we’ve noticed that when we assign an incident to a specific individual, we’re also prompted to interact with GenAI, which feels unnecessary in that context.

Is there a way to disable the GenAI interaction only when assigning an incident to a person, while keeping it active for other actions like resolution or group reassignment?

Appreciate any guidance or suggestions!

[Dr Atul G- LNG]

Hi @Andrew Meza 

You can disable this for specific conditions (via now assist admin) but can’t hide it completely. I tried the same for my client and got this outcome.