Now Assist for Resolution Notes - Missing "Ok / Cancel" Buttons

[Melissa Martel1]

Hi there!   Working to configure Now Assist for Resolution Notes.  The Incident Summary feature is behaving as expected, but with the Resolution Notes, the buttons to accept the notes and add to the ticket are missing from the pop up window.  Any thoughts on how to resolve?

Thanks!

[qprinsloo · Accepted solution]

Try this, we ran into this issue as a defect when upgrading to Xanadu. Here are the notes from our internal incident and steps taken to address. We had to set this 1 UI action as inactive.

Marked the Resolve UI Action  inactive - https://yourinstance.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=38c073d7465762820116c37c3353540f

NowAssistItsmGenAIUtilsSNC Script Include  looks to see if the above UI action is active. - https://yourinstance.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=4372d8c053203110d87cddeeff7b126e

Line: 206

canShowGenAIResolveActionUI16: function() {

        var uiActionGR = new GlideRecordSecure('sys_ui_action');

        if (uiActionGR.get('38c073d7465762820116c37c3353540f') && uiActionGR.active)

            return false;

        return true;

    },

This is an extension of the NowAssistItsmGenAIUtils Script Include -  https://yourinstance.service-now.com/nav_to.do?uri=sys_script_include.do?sys_id=9184184453203110d87cddeeff7b1217

This is called in the condition section for the OK  and Cancel  UI Actions  

ok - https://yourinstance.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=009e687243cd31106aa964746ab8f233%26sysparm_view=text_search 

cancel - https://yourinstance.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=eb62873e43cd31106aa964746ab8f207 

new global.IncidentUtils().canResolveIncident(current) && new sn_itsm_gen_ai.NowAssistItsmGenAIUtils().canShowGenAIResolveActionUI16()

[Melissa Martel1]

Thank you!