How is “Total Used Assists” calculated in Now Assist Usage Dashboard?

[vineetha1303]

n Subscription Management Workspace, the Now Assist Usage Dashboard shows Total Purchased Assists, Total Used Assists, and Available Assists.

When drilling down from the dashboard, we found that the table sn_sub_man_st_account_level_entitlement stores the Total Used Assists value. However, we are unable to identify:

• How this value is calculated

• Which source tables store the detailed Now Assist usage data

• Which job, script, or process updates this table

Can anyone share where the backend logic for these metrics is configured or how an admin can trace the calculation?

[PaulSylo]

Hi @vineetha1303 - I too tried searching this detail to find the transaction level calculation or total used assist. but in recent call with servicenow states, these are events are metered outside the Servicenow instance and you get only a aggregated numbers. These numbers are periodically syncs back and forth with this current table "sn_sub_man_st_account_level_entitlement", since this is happening outside, you are not able to trace the local scripts or scheduled jobs to find the total Assist used. Looks like this is done to avoid local recalculation, or tamper the per record assist costs.  We can manage the assist but controlling or configuring may be not possible within the platform at this time.

[carolineharper]

Total Used Assists is not calculated in real time or by a visible script.
It is an aggregated usage metric updated by ServiceNow’s internal background jobs based on Now Assist usage events.
The value is stored in sn_sub_man_st_account_level_entitlement after aggregation.
The exact calculation logic and source tables are managed by ServiceNow and aren’t directly traceable or customizable by admins.
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