now assist ITSM chat reply recommendation feature not working in service operation workspace

Miraya · ‎06-23-2025

Hi All

I’m currently facing an issue with the Now Assist ITSM Chat Reply Recommendation feature. The feature is activated, the sn_chat_recommend plugin is installed, and the plugin has been validated. However, it is still not working in the Service Operation Workspace. The star icon for AI reply generation not populating in all instances.

Thanks in advance for your assistance!

Dr Atul G- LNG · ‎06-23-2025

Hi @Miraya

First and most importantly, try to repair the Now Assist-related plugin once.

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/now-assist-itsm/t...

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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abirakundu23 · ‎07-03-2025

Hi @Miraya ,
Please repair your "Now Assist for IT Service Management" plugin and cross check skill is activated properly. Check if the relevant plugins for Agent chat and other related functionalities are activated in your instance.

Product Documentation:

https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/now-assist-pla...
https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/now-assist-pla...

Please create a support case after all setup OOB skill not working correctly.
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