Now Assist Panel Not Loading

[gatesjj2]

Hello,
After being provisioned a Now Assist instance by ServiceNow, I am unable to get the Now Assist panel to load in the top-right view. I have reviewed and attempted most troubleshooting steps outlined in the following KB articles without success:

Now Assist Panel (NAP) Troubleshooting Guide: Comm... - ServiceNow Community

Solved: Now Assist Panel Turned on but not working - ServiceNow Community

Solved: Now Assist Panel not functioning - ServiceNow Community

I’ve attached a screenshot of the current issue for reference. Any guidance or assistance would be greatly appreciated.

[Matthew_13]

Hi gatesjj2,

 This is a familiar situation where after a Now Assist instance is provisioned, and most of the time it ends up being activation or entitlement-related, not a UI issue.

A few things to double-check that aren’t always obvious from the KBs:

• Plugins & features
  Make sure the core Now Assist plugins are actually active and fully provisioned, not just requested. In some cases the instance shows as enabled, but the backend feature flags haven’t finished activating yet. This usually requires ServiceNow to confirm on their side.

• User roles
  Verify that your user has the required Now Assist roles (not just admin). Being an admin alone isn’t always sufficient for the panel to render.

• Application scope / UI context
  The Now Assist panel only appears in supported workspaces and views. It won’t load everywhere in the platform UI, even though the icon may show.

  Try:

  • Agent Workspace

  • Incident or Case records in Workspace
    If it doesn’t load there, that’s a strong signal it’s not a UI issue.

• Browser / cache sanity check
  You’ve probably done this already, but it’s still worth confirming:

  • Incognito window

  • Different browser

  • No extensions blocking scripts

If all of the above checks out and the panel still doesn’t load, this usually means the instance was provisioned but not fully activated on the ServiceNow side. At that point, the fastest path is to open a HI case and ask them to validate:

• Now Assist entitlements

• Feature flag activation

• Backend service availability for your instance

Including the screenshot and confirming that the panel doesn’t load in Workspace will help them get straight to the root cause.

You’re not doing anything wrong — this is a known post-provisioning gap that typically requires ServiceNow support to resolve.

@gatesjj2 - Please mark Accepted Solution and Thumbs Up if you find Helpful!! 

[rpriyadarshy · Accepted solution]

Just to Add

• The Now Assist Panel (NAP) not loading or showing a blank screen is a known issue, especially after upgrading to Zurich Patch 1. This can occur if the AI Engagement Experience (sn-ai-engagement-experience) plugin is at version 1.0.0 and the Voice Input setting is disabled.
• To resolve this, upgrade the AI Engagement Experience plugin to version 1.0.6 from the ServiceNow Store. If upgrading is not possible right now, you can temporarily enable the Voice Input setting for Now Assist as a workaround. Instructions for enabling Voice Input can be found here.
• Another possible cause is related to asset records in sys_ux_lib_asset. If your instance was provisioned before Utah and is running Zurich Patch 1, Patch 1 Hot Fix 1, Patch 1 Hot Fix 2, Patch 1 Hot Fix 1a, or Patch 2, you may encounter this issue. The recommended solution is to upgrade to Zurich Patch 3, which contains a permanent fix. If upgrading is not feasible, contact Customer Support for an interim workaround, as it requires MAINT access .
• The issue is also documented in Zurich Patch 1 Hotfix 1 release notes, confirming that it is a recognized problem with a fix in later patches .
• If you need further assistance or cannot perform the upgrades, reaching out to Customer HI Support is advised.

REGARDS

RP

[gatesjj2]

It appears that PRB1938544 is impacting the instance, which is currently running Zurich Patch 1 Hotfix 1a. This aligns with the known issue documented for that patch level. Thank you!