Now Assist "Suggested Steps Generation" skill not appearing in SOW for non-admin user

[AlexSastre]

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!

[GlideFather]

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

[Lola8]

Hi @AlexSastre ,

Currently I have the same issue... the Suggested Step Generation skill is activated for ITIL role but it doesn't appear on the ServiceOperation Workspace.

Did you, somehow, finally find a solution for this problem?

Thanks in advance.

Regards.

Lola.

[AlexSastre · Accepted solution]

Hi Lola,

We have updated the plugin to the last version (with the new suite version). 

In our case, the system property glide.db.max_view_records had been set to 0 in our instance, which was essentially "blinding" the Generative AI Controller and preventing it from retrieving its builder capabilities. Once that property was reset to its standard value of 100,000, the core backend and GAF errors were resolved.

However, it is also important to note that even when the system is working perfectly, you might still see no results in certain scenarios. This is because the Generative AI Framework only generates suggested steps if it finds similar records with a similarity score of 0.6 or higher. If there are no previous incidents that meet this 60% similarity threshold, the skill won't produce an output to avoid giving inaccurate suggestions.
Also, make sure that the user has the sn_nb_action.next_best_action_user role.

Hope this helps clear things up for your implementation too!

[Lola8]

Hi @AlexSastre ,

many thanks for your replay, I will try your tips 😄

Have a nice day!

Regards.

Lola.