Hi everyone,
We are facing an issue where the Suggested Step Generation skill is not visible for non-admin user in the Service Operations Workspace (SOW), despite having the Now Assist configuration active.
The user we are using has the following roles:
itil
now_assist_panel_user
sn_nowassist_admin.nsa_admin
u_skill_suggested_steps_generation (Custom/Specific role mapped to the skill).
This is how the skill is configured:
But in SOW it doesn't appear:
We have verified that the skill is active and mapped to the incident table, we have repaired the plugins of Now Assist and it still not working. With an admin user is working fine.
Any guidance or troubleshooting steps would be greatly appreciated. Thanks in advance!
Hola @AlexSastre,
just a few quick ideas:
- if you change the the custom role to any other (e.g. itil),
- what happens for the itil?
- eventually what happens for other AI skills (e.g. summarisation or work/resolution notes generation) do they work for that given role?
- your screenshot has number starting TKT
- is that considered in the input table for the skill?
- Under the Record clustering > have you launched the clustering?
- Silly question > under the Select display, is it marked to true?
- Eventually mark to false, save, then to true and save again...
And eventually the chevron hides the display role:
- last resort > create a case from the Support portal to get assistance
