There are two main approaches
Approach 1: Role-Based Restriction via Skill Configuration
This is the most direct method. When you activate a Now Assist skill, you can define which roles have access.
- Navigate to All → Now Assist → Now Assist Admin.
- Locate the Now Assist Q&A (AI Search) skill.
- Open its configuration — this maps to the
sys_gen_ai_skill_config table, which holds the Active and Discoverable flags along with role assignments.
- Under the role access settings, assign only ITSM roles (e.g.,
itil, itil_admin) and ensure HR roles (e.g., sn_hr_core.basic, sn_hr_core.manager) are not included.
This ensures that even if HR users encounter the search bar, the Now Assist generative panel won't render for them.
Approach 2: Separate Search Application Configurations per Workspace
Since ITSM and HR users typically operate in different workspaces (e.g., ITSM Agent Workspace vs. HRSD Agent Workspace or Employee Center), you can control the search experience at the workspace level.
- Navigate to All → AI Search → Search Experience → Search Applications. This opens the
sys_search_context_config table.
- Identify the search application record tied to the HR workspace/portal (e.g., Employee Center Search Config or HRSD Workspace Search Config).
- In the Application Search Sources related list (backed by the M2M table
m2m_search_context_config_search_source), remove or do not add the Now Assist Q&A search source for the HR search application.
- For the ITSM workspace search application record, ensure the Now Assist Q&A search source remains linked.
This way, the HR workspace's search experience simply won't include the Now Assist generative results at all.
Key Tables Reference
| Table |
Purpose |
sys_gen_ai_skill |
Now Assist skill definitions |
sys_gen_ai_skill_config |
Skill activation, Active/Discoverable flags, role access |
sys_search_context_config |
Search Application Configurations (per workspace/portal) |
sys_search_source |
Individual search source definitions |
m2m_search_context_config_search_source |
Links search sources to search application configs |
Recommended Combination
Apply both approaches together for defense in depth: remove the Now Assist Q&A source from the HR search application config so HR users never see it in their workspace, and restrict the skill roles in sys_gen_ai_skill_config to ITSM roles as a fallback in case HR users ever land in an ITSM context.
