Service Operations Workspace is disabled_Agentic AI_Now Assist

[Jyo090]

Hi Team,

In my instance ,Service Operations Workspace is disabled for all ITIL users( reason:  done customizations in IM,CM). We are planning to implement Now assist and Agentic AI in my instance. how do make use of Now assist feature because it works for OOO functionality

[Matthew_13]

Oh yes I remember this one; Now assist will still work in your instance even though the Service Operations Workspace is disabled. That setting only removes the workspace UI for ITIL users because of your customizations in incident management and configuration management. The AI engine and thhe Now assist skills run at the platform level, not inside that workspace alone.

So the challenge is that some features you see in demos like the notes panel in Service Operations workspace are just one interface. To make good use of Now assist, you would expose the same OOTB capabilities through the interfaces you permit, like:

• CSM Workspace pages,

• Service Portal or UI Builder components,

• Virtual Agent and Agentic AI chat, and

• form-level actions like summarizing work notes, generating resolution text, and recommending knowledge.

You configure those under Now Assist Admin / System Settings, assign the Now assist user roles and make sure users have access to the Incident, Change, and Knowledge tables. Once that is done, ITIL users can basically benefit from the OOB Now Assist functionality without needing the Service Operations Workspace enabled.

So to answer you in one sentence it’s about where you surface the feature, less whether the feature functions. 🙂

@Jyo090- Please mark Accepted Solution and Thumbs Up if you find Helpful!!