Query regarding 'agent assist' in service operation workspace.

VuraN
Tera Contributor

2 hours ago

Does the Agent Assist feature in Service Operations Workspace, which was previously visible even before submitting an Incident, still exist after the Australia (AUS) upgrade?

Currently, I can only see this feature after the Incident has been submitted. Has its behavior been intentionally changed in the AUS upgrade to appear only post-submission, or can it be reconfigured to display before submitting the Incident as it did earlier?

 

Screenshot 2026-05-28 193352.png

0 Helpfuls
  • 92 Views
2 REPLIES 2

Dr Atul G- LNG
Tera Patron

an hour ago

No, i can see even in new state.

 

DrAtulGLNG_0-1779977860428.png

 

*************************************************************************************************************
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

Tanushree Maiti
Giga Patron

an hour ago

Hi @VuraN 

 

As per Servicenow Doc, It is present in Australia version. Most probably , you have to enable it.

Refer: Configure the Agent Assist tab in Service Operations Workspace 

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:
0 Helpfuls