servicenow resolution notes feeding ai

aminnanji — Mon, 31 Aug 2026 14:52:04 GMT

we are relatively early in our servicenow implementation; we don't necessarily want the user/business community to see all the details or flaws of IT issues behind tickets from the resolution notes, but we also want to move towards leveraging ai (assisting future agents in solving issues quickly from past tickets; eventually feeding chatbot, enhancing employing selfservice, etc.); how can we keep the IT details away from the user but not inhibit our ability leverage the package's capabilities?

Re: servicenow resolution notes feeding ai

sachinchaudhary — Mon, 31 Aug 2026 15:20:10 GMT

@aminnanji

I would suggest keeping the detailed technical information in Work Notes and restricting its visibility to internal IT/support teams through ACLs and appropriate roles. Keep Additional Comments and the customer-facing resolution summary focused on information that is relevant to the user.

For the AI use case, you don't necessarily need to expose the Work Notes to users. The incident data can still be leveraged by Now Assist for agent assistance, similar incident analysis, and generating knowledge content.

A practical approach would be:

Incident → Internal Work Notes → Resolution → AI-generated Knowledge Draft → Agent Review → Published Knowledge → Self-Service

The key is to separate internal troubleshooting information from user-facing knowledge, while applying the right ACLs, Knowledge User Criteria, and AI Search/Virtual Agent access controls.

This way, you can keep the technical details hidden from the business users today without limiting your ability to leverage historical incident data for AI and future self-service capabilities.

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servicenow resolution notes feeding ai

Re: servicenow resolution notes feeding ai