Forum Posts
Best practice for KB deflection and dynamic Incident vs SR creation in Virtual Agent
Hi Community,I’m currently designing a Virtual Agent topic where users can describe their issue in free text, and the bot will either create an Incident or a Service Request based on the description. Before creating any ticket, I’d also like the Virt...
Virtual agent chat to display agent topics
Hi all, i have created an aagent in agent studio, and i want to use that in virtual agent chat, but im not able to see that agent in virtual agent chat, but when im testing i can see it, but on portal its not showing, plz refer the screenshots. im n...
Using NowAssist to check ticket content against a defined template
Hi - we have recently adopted Now Assist as part of our tool kit and we are defining relevant use cases that we are trying to solve.One of those is whether we are receiving the correct level of information on ticket submissions and whether we can ale...
"AisDisableSearchSignalEvent undefined, maybe missing global qualifier" error
Hello Community, When the RITM is changed from active to inactive, there is a error on the form which goes "AisDisableSearchSignalEvent undefined, maybe missing global qualifier". I found which BR and Script Include is doing this, they are in differe...
MCP Connection with OAuth
I have defined an MCP Server connection to an MCP Server which I control. This works fine (after some hiccups, had to deal with this: https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=f2b77e69935efe188960fb2d6cba10be) when authentication...
Now assist-Custom skill
Hi All, Im currently working with NowAssist and I would like to understand how to create and use a custom skill Where to create a custom skill ?How do we configure promptsHow to associate them with VA or agent assistHow to migrate them to other envir...
Now assist AI search now working
Hello Everyone. I have installed now assist in AI search plugin and activated it. But still the AI search is not working. Please find below details. Everything seems
How to Integrate External LLM Models Into Virtual Agent Without Using Now Assist
Hi Community,I am working on a requirement to integrate external LLM models (such as OpenAI, Azure OpenAI, Gemini, etc.) directly into ServiceNow Virtual Agent, without using Now AssistMy goals are:Use an external LLM to generate responses for Virtua...
Resolved! Clonned OOTB Case Summarization Skill not working
I have cloned the OOTB Case Summarization skill along with its associated AI Prompt, published both, and activated the cloned skill in Now Assist Admin. The activation shows that the cloned skill is active and the original OOTB skill is deactivated. ...
Now Assist Limit User Messages
Hi all, Just wondering if anyone has implemented a method or if their an ootb solution to limit messages a user can send to Now assist either through the Now Assist Panel or Virtual Agent? Just like when you are entering messages to copilot/chat gbt...
How to Configure AWA for Incident and catalog task based on availability and capacity
Hello ServiceNow Community,I am seeking guidance on configuring Advanced Work Assignment (AWA) to automatically assign new incidents to agents within a specific assignment group based on their current workload. Specifically, I aim to:Identify active ...
Calling Now Assist Custom Skill from scripts with non-record related parameters
I have a use case where I need to call Now Assist custom skill from a request flow. I will need to pass not only the RITM details to the Now Assist custom skill, but also other data points collected from external system. Reading the ServiceNow doc C...
Resolved! Flow Generation
HiI can't install plugins for Flow Generation and Now Creator on PDI. Where can I test these tools for free? Not for commercial usage but rather like PDI usage or learning instances, to try some prompts.
Is OOB Available to Enable Genius Results + Now Assist Synthesized Responses in Record Produce?
Hi everyone,I’m trying to enhance the AI Search Assist experience on a Record Producer by including Genius Results, specifically the Now Assist Multi‑Content synthesized response along with KB articles and catalog suggestions.I’ve already updated the...