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

AlexSastre · ‎02-18-2026

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!

AlexSastre · Tuesday

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!

View solution in original post

PradeepReddyA · 3 weeks ago

Hi @AlexSastre

Please check this article

Hope that Helps!