Hi Community,
We are using Resolve_gen (Now Assist for ITSM) to resolve Incidents.
Our organization has strict governance on Resolution Codes (Event Management driven).
On the Incident form, we successfully restrict Resolution Codes to approved custom values.
However, when using Resolve_gen, the Now Assist resolve modal:
Displays ServiceNow’s default Resolution Codes
Preselects the current value from the Incident form
Does not respect the form-level or dictionary-level Resolution Code restrictions
We understand that Resolve_gen opens a protected GenAI modal and that it may be working as designed.
Questions:
Is there any supported way to configure or restrict the Resolution Code dropdown in the Now Assist resolve modal?
Can Resolve_gen inherit the Incident form’s Resolution Code configuration?
If not, is this an intentional product limitation and should it be raised as an RFE?
We already enforce Resolution Code governance via server-side validation, but the GenAI UI inconsistency causes user confusion.
Any confirmation or best-practice guidance would be appreciated.
Thanks!
