Now Assist - Resolution Notes Generation

[Chris Doernbra1]

This skill is working as advertised but if a user clicks the Resolve Incident UI action on the Incident Record (not the Service Operations Workspace) there are no buttons to submit the notes. 

Service Operations Workspace

Incident Form after clicking the UI Action - Resolve Incident

If I click into the Resolution Notes field and use the AI icon I can get the UI to insert into the field. 

Then it allows insert....

This is going to be a bad user experience if the user clicks the Resolve Incident button. Anyone run into this or know how to solve for it outside of removing the UI Action?

[GlideFather]

Hi @Chris Doernbra1,

we have a similar issue for re-assigning, there were problems with UI views in the native view, SOW worked all good.

I would definitely create a case at the Support Portal and encourage to use workspace as a workaround... but I know, some people don't want or cannot use it.

For the missing buttons, have you tried to scroll the popup window a bit down? Click the little arrows symbol in the bottom-right corner and drag to make it bigger. Is this possible?

Also, the field message at the Assigned to is custom? Perhaps some client script or any other (custom) configurations are making the Now Assist Resolution difficult. Create that case and you will know for sure after the investigation from ServiceNow side.

[Chris Doernbra1]

Thanks, I have opened a case as well. The little arrows just allow you to resize the form and even with a user assigned to the INC there are no buttons. We will have to wait and see what they say.

[Chris Doernbra1]

@GlideFather SN told me to use the new Gen AI version of the resolve UI action but that isn't working either, same effect. More to come....

[GlideFather]

Wowo that was some pretty quick response, yet not the one we wanted to hear, huh. Thanks for update and good luck @Chris Doernbra1