Set Up Agent Assist in Service Operations Workspace

[Nithin Sai]

Agent assist is pre-configured to search Incident, Problem, Change, Outages, Knowledge, and Case tables for solutions.

To configure Agent Assist for additional tables beyond the default ones follow the steps below:

1. Navigate to Contextual Search > Table Configuration and click New.
2. On the form, select the table name to which you want to configure the Agent Assist. Choose the UI type as 'Workspace'. Select a Search Context( To explore information about other fields, Click Here).
3. Right-click the top banner and click Save.
4. Copy the SysID of the above record for future reference.
5. Navigate to the UX Screen (sys_ux_screen) table records and locate the entry with the Screen Name 'Agent Assist SNC.'
6. Modify the Screen Condition field by adding the table name to which you want to set up Agent Assist.
7. Modify the script(refer to the image below) in the 'Macroponent Configuration' field by incorporating the table name and the SysID copied in Step 4 and Save the form.

   

8. Navigate to the Related Lists section and open the record associated with the UX Screen Condition related list.
9. Edit the Script field to add or delete conditions for records where you want the tab to be available.
10. Update the form.

Please mark it as helpful, if it helps you !!

[vamshiEmbadi]

Very Helpful! Thank you

[Mohd Najmuddin]

Got this at the right time. Thank you!

[Karla Chorny]

I have followed these steps for sc_task but the icon is not showing on the sidebar in sc_task records. Are there other steps necessary to make that happen?

[User492770]

It seems that in newer versions (maybe if your instance is in Washington or Xanadu and plugin Service Operations Workspace ITSM applications is the latest) you should be able to do this (at least I was) if you utilize different ux screen as mentioned in this article. Use the one mentioned in docs: https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/service-operation... You will notice that screen condition is also different in this record.

Then in the UX screen conditions:

In my need the custom is to add inc task, req item as well as catalog task.