Resolve ui action not visible in Create Incident (Service Operations Workspace)

JoostHW · 3 weeks ago

Hi,

Does anyone know how to make the resolved (powered by GenAI version) visible when creating a new Incident in Service Operations Workspace? OOB its hidden but I want it to be visible.

Thanks in advance!

Mariam_Ahmed · 3 weeks ago

Hi @JoostHW,

If the Resolve (Powered by GenAI) option is hidden in Service Operations Workspace, you can try reverting the related OOB records to their latest base system versions.

Part 1: Revert the Resolve UI Action

Switch the application scope to Now Assist for IT Service Management (ITSM).
Navigate to the sys_ui_action table and open the base system Resolve UI Action record.
Open the Versions related list.
Identify the latest base system version and Revert to this version.

Part 2: Reactivate the Resolve Declarative Action Assignment

Switch the application scope to Incident Management for Service Operations Workspace.
Navigate to the sys_declarative_action_assignment table and open the base system Resolve action assignment record.
Open the Versions related list.
Identify the latest base system version and Revert to this version.

Part 3: Verify the Fix

Navigate to cache.do and clear the cache.
Verify that selecting Resolve button now opens as expected.

If you found this response useful, please mark it as Helpful and accept it as the Solution to help others with similar questions.

Best regards,

Mariam Ahmed.

Mariam Ahmed

ServiceNow Developer | Here to Learn, Here to Share

JoostHW · 3 weeks ago

Hi @Mariam_Ahmed,

Thank you for your response but the button is OOB and hasn't been changed.

Mariam_Ahmed · 3 weeks ago

Hi @JoostHW,

Can you look into this and see if the following community post is helpful?

Resolve button Visibility in SOW

It covers the visibility configuration for the Resolve action in Service Operations Workspace and may help with making the Resolve (Powered by GenAI) action visible when creating a new Incident.

If you found this response useful, please mark it as Helpful and accept it as the Solution to help others with similar questions.

Best regards,

Mariam Ahmed.

Mariam Ahmed

ServiceNow Developer | Here to Learn, Here to Share

yashkamde · 3 weeks ago

Hello @JoostHW ,

Navigate to sys_declarative_action_assignment.list :

Filter out your Resolve Ui action record :

You can visibility conditions from here which are mapped to SOW:

If my response helped mark as helpful and accept the solution.