The CreatorCon Call for Content is officially open! Get started here.

How to hide the "Share to Work Notes" button in Summarize a Sidebar discussion (ITSM)

xingrui
Tera Expert

Thursday

Does anyone has found a method to hide the “Share to Work Notes” button in the summarization panel ?

 

I’m currently working with the ITSM and using the Summarize a Sidebar discussion by using Now Assist for IT Service Management (ITSM) feature introduced in the Yokohama release. When summarizing a chat or discussion, the summary popup automatically includes a default button called “Share to Work Notes”.

Our requirement is to hide or disable this button for certain roles (for example, some groups who don’t need to post summaries to Work Notes). I’ve checked the Now Assist Admin Console and found configuration options like Define Availability, but these seem to control access to the summarization skill itself, not the UI elements such as this button.

I’m wondering if anyone has found a method to either:

  • Hide the “Share to Work Notes” button in the summarization panel

  • Override or remove it through a customization (e.g., UI Extension, custom component, or script)

Any official documentation references or community experiences around this would be very appreciated!

Environment:

  • Version: Yokohama

  • Feature: Now Assist for ITSM → Summarize a Sidebar discussion by using Now Assist for IT Service Management (ITSM)

  • Goal: Hide or disable “Share to Work Notes” button

Thanks in advance for any guidance or confirmation whether this button is currently configurable.

0 Helpfuls
  • 145 Views
1 REPLY 1

Connectmustaq
Kilo Guru

Friday

Hi @xingrui ,
 
To hide or disable the “Share to Work Notes” button in the summarization panel of Now Assist for IT Service Management (ITSM) introduced in Yokohama, current official configuration options do not directly support controlling UI elements like this button per role or user group. However, based on community insights and customization possibilities, here are approaches you can consider:
Available Information & Customization Approaches
  • The “Share to Work Notes” button is part of the standard UI experience in the summarization popup and is not exposed as a toggle in the Now Assist Admin Console or skill availability settings.​
  • The available admin configuration (Define Availability) controls access to the summarization skill itself, but not visibility of individual buttons within the panel.​
  • No official documentation currently details direct configuration or disabling of this button per user or role.
Possible Workarounds
  1. UI Action or UI Policy Control (Not supported out-of-the-box):
    • There is no straightforward UI Action or UI Policy for this button since the component is part of the Now Assist skill widget.
    • Advanced customization using UI Scripts or UI Extensions may be required to conditionally hide this element based on user role.
    • For scoped applications, such customizations could be complex and require support from ServiceNow developer experience or partners.
  2. Customizing the Summarization Skill (Skill Copy and Modify):
    • You can try to make a copy of the summarization skill from the Now Assist Admin console and customize the UI or underlying flow to remove or disable the share button for certain roles.
    • However, this requires deep understanding of Now Assist skill customization and may impact upgradeability.​
  3. Feedback and Future Releases:
    • This has been recognized as a community request; consider submitting an enhancement request to ServiceNow to introduce finer UI control over the summarization panel buttons based on user roles
Helpful Resources and References
The “Share to Work Notes” button in Now Assist’s summarization panel is not currently configurable to hide per role via standard admin settings. Achieving this requires advanced custom UI development or skill customization, both complex approaches.
For now, monitoring community platforms and logging enhancement requests with ServiceNow support is advisable for native role-based UI control in future releases
 
If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.
 
Thanks & Regards,
Mohammed Mustaq Shaik

​

0 Helpfuls