Disabling the Agent Assist Icon for Incidents in CSM

Paulo Machado
Kilo Sage

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.

PauloMachado_4-1754757495843.png
PauloMachado_5-1754757564096.png

PauloMachado_6-1754757697254.png
PauloMachado_7-1754757741171.png

 

…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...).

PauloMachado_10-1754757917553.png

 

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)

PauloMachado_11-1754758067743.png

neither the workspace itself:

PauloMachado_12-1754758277872.png


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

PauloMachado_13-1754758353542.png


Could anyone help me?

 

 

 



 

1 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/...

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7 REPLIES 7

GlideFather
Tera Patron

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)

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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.

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

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