Disabling the Agent Assist Icon for Incidents in CSM

[Paulo Machado]

Hi folks,

I have been trying to disable the Agent Assist icon on the Incident table in CSM.

1- I managed to disable the functionality by setting Enable = False for Agent Assist (Incident table) in the sys_declarative_action_assignment_list table, but it didn’t work.

2- In the Table Configurations list, I also disabled both options, but it didn’t work either.

3 - I After that, I modified the script to remove Incident from Agent Assist SNC in UX Screens.

…and I disabled the items as well, but that didn’t work either.

I disabled the sidebar in Settings, but the icon still appears (https://www.servicenow.com/community/sysadmin-forum/hide-discuss-button-for-inicidents-form/m-p/2516...).

In UI Builder, I tried searching for "GRC Workspace", but I couldn’t find it(https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB1112385)

neither the workspace itself:

The Agent Assist icon still remains. I disabled the functionality, but the icon persists.

Could anyone help me?

[Dr Atul G- LNG]

Hi @Paulo Machado 

As far as I know, we can’t disable it entirely, but we can restrict it for a limited set of cases — for example, if the short description is X, then the summary option should not appear. Is this what you’re looking for? I might be wrong, but you could try this approach; otherwise, log a ServiceNow support case.

[Paulo Machado]

Hi @Dr Atul G- LNG 
I need the "Agent Assist" icon hidden when selecting Incident records in CSM, but it should remain visible for Problems, Changes, and other records.

I need the icon to be hidden, just like in the image below.

[Dr Atul G- LNG · Accepted solution]

Hi @Paulo Machado 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0995557

This link will help you understand how to configure it, and the same can be used to deactivate it as well.

https://www.servicenow.com/community/csm-articles/agent-assist-for-customer-service-case-types/ta-p/...

[Paulo Machado]

Thank you @Dr Atul G- LNG .
In the comments of the second one, there is a note that helped me hide the icon.