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 !!

[DeuCh44-ext]

I can confirm this solution.  For me it also only worked with this approach.

An alternative way to find the correct UX Screen is via UI Builder.
UI Builder:
1. Open SOW Experience, if this your desired workspace (e.g. SRP Record)
2. Click on the left side on "Tab sidebar"
3. Click on the right side in Tabs on the symbol, which is a dotted lined square with a point in the left corner and has the tooltip Edit content
4. In the Page collection, that opens in a new tab, click on the drop-down Open records
5. Select Variant record.
6. Adapt THIS and the record in the related List "UX Screen Conditions"  as described in the article

1. If you prefer finding it via Classic UI, you can use the part of the URL below to directly find the desired record for SOW
2. Just add you instance name before that part of the URL
3. Afterwards adapt THIS and the record in the related List "UX Screen Conditions"  as described in the article.

[INSTANCE NAME].service-now.com/now/nav/ui/classic/params/target/sys_ux_screen_list.do%3Fsysparm_query%3Dname%253Dagent%2520assist%2520snc%255Escreen_conditionSTARTSWITHcontroller%26sysparm_first_row%3D1%26sysparm_view%3D%26sysparm_choice_query_raw%3D%26sysparm_list_header_search%3Dtrue

[sharayuwank]

Hi Karla,

Did you got the icon populating on the catalog task in workspace.

[NeethuD]

I want to add multiple Agent Assist on the same table with different search sources. For example we have KCS Agent assist,Default Agent Assist,KCS Agent Assist with Location. This customization was possible in Agent Workspace. We are planning to implement the same for SOW. Please let me know in case of any thoughts on this