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?

[Hanaa Mahfouz]

Hello @Paulo Machado 
I have the same requirement, could you please let me know how can I achieve it? I have tried many solutions but nothing seems to be working.

[GlideFather]

Olá @Paulo Machado,

you can try this approach:

https://www.servicenow.com/community/developer-forum/deactivate-the-agent-assist-feature-from-servic... 

(not tested by me, first validate it in a PDI)

[Paulo Machado]

Thank you, @GlideFather .
I have been running all the tests in my PDI.
Unfortunately, I cannot run the test from the link you posted because "Record SNC" does not exist in my PDI.

[GlideFather]

@Paulo Machado and cannot you recreate some demo/dummy data to verify that approach in PDI?

[Anchal Jha1]

As fas as I've checked, we cannot directly disable the icon we can utilize theme css to make it disable directly on portal