question How can we configure the Now Assist for CMDB in Developer forum

How can we configure the Now Assist for CMDB

amit_kishore — Tue, 09 Sep 2025 11:10:51 GMT

Hi All,

We have a requirement, where the customer wants to use now assist for CMDB.

Use Case: If an incident is already opened for one CI then next time when we open an incident with same CI then it will show all active incident raised in past

Regards,

Amit

Re: How can we configure the Now Assist for CMDB

Dr Atul G- LNG — Tue, 09 Sep 2025 11:12:41 GMT

Hi @amit_kishore

The Configuration Management Database (CMDB) is the foundation of ServiceNow’s technology workflow products, providing a trusted source of truth that drives business outcomes across IT service management, operations management, asset management, security, compliance, and automation. Maintaining CMDB data quality, however, can be a challenge without prescriptive guidance on automation and best practice.

Now Assist for CMDB brings the power of generative AI to CMDB management, enabling faster, smarter, and more accurate administration. With AI-driven insights, automated data remediation, and real-time intelligence, Now Assist for CMDB helps admins to reduce manual effort, eliminate duplicate records, and enhance data reliability.

By automating CI summarization and duplicate CI management, Now Assist for CMDB accelerates decision making, improves service visibility, and ensures data accuracy—empowering IT teams to deliver better outcomes with less effort.

https://store.servicenow.com/store/app/b9fe6f2e1b646a50a85b16db234bcba7

https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/configuration-management/concept/now-assist-landing-cmdb.html

Re: How can we configure the Now Assist for CMDB

Bhuvan — Tue, 09 Sep 2025 11:17:49 GMT

@amit_kishore

You can refer below links Now Assist for CMDB and steps for configuration,

https://www.servicenow.com/docs/bundle/zurich-servicenow-platform/page/product/configuration-management/concept/now-assist-landing-cmdb.html

https://store.servicenow.com/store/app/b9fe6f2e1b646a50a85b16db234bcba7

https://www.youtube.com/watch?v=EowWsoAf4wM&list=PLCOmiTb5WX3oKK9uycEXYNb-D-DECvD-8&ab_channel=ServiceNowDocumentationhttps://www.youtube.com/watch?v=awzYzNmklIA

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Re: How can we configure the Now Assist for CMDB

Bhuvan — Wed, 10 Sep 2025 05:21:06 GMT

@amit_kishore

Did you get a chance to review this ?

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

Re: How can we configure the Now Assist for CMDB

james598pattton — Wed, 10 Sep 2025 05:28:35 GMT

@amit_kishore wrote:
Hi All,

We have a requirement, where the customer wants to use now assist for CMDB.

Use Case: If an incident is already opened for one CI then next time when we open an incident with same CI then it will show all active incident raised in past

Regards,
Amit

Hello @amit_kishore,
You can achieve this by configuring Now Assist for CMDB to surface active incidents linked to the same CI. Use a related list or dynamic filter on the Incident form to query `cmdb_ci` matches with active status. This ensures visibility of ongoing issues for the same CI during incident creation.

Best Regards,
James Patton

Re: How can we configure the Now Assist for CMDB

Dr Atul G- LNG — Thu, 11 Sep 2025 11:01:37 GMT

Hi @amit_kishore

Is this response helpful?

Re: How can we configure the Now Assist for CMDB

amit_kishore — Mon, 15 Sep 2025 05:41:40 GMT

Hi Bhuvan.

I have reviewed the solution but this is not what customer is looking for the user case is:

Use Case: If an incident is already opened for one CI then next time when we open an incident with same CI then it will show all active incident raised in past

the solution on the link mostly talks about the summarization, deduplication etc. however the ask is; show the entire active incidents when we create a new incident with the same CIs

Regard,

Amit

Re: How can we configure the Now Assist for CMDB

amit_kishore — Mon, 15 Sep 2025 05:42:08 GMT

Hi Atul.

I have reviewed the solution, but this is not what customer is looking for, the user case is:

Use Case: If an incident is already opened for one CI then next time when we open an incident with same CI then it will show all active incident raised in past

the solution on the link mostly talks about the summarization, deduplication etc. however the ask is; show the entire active incidents when we create a new incident with the same CIs

Regard,

Amit

Re: How can we configure the Now Assist for CMDB

Mdsaqib826 — Mon, 15 Sep 2025 08:25:12 GMT

Hello @Amit Kishore,

You can achieve the same use case without using Now Assist. Just create a custom related list and add it to the incident form.

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Mohammad Saqib Khan

Re: How can we configure the Now Assist for CMDB

anurampalli — Tue, 16 Sep 2025 00:00:47 GMT

Hi Amit,

Is this query resolved?

If you try to check for existing incidents every time a new one is created (e.g., checking whether a similar incident exists for the same CI and then linking them), it will likely slow down the incident creation process because of the multiple GlideAjax calls involved.

If your client is okay with a different approach, you could:

Schedule a flow (e.g., once at midnight) to look for incidents created in the past 24 hours for the same CI.
Group or link them together as needed.

In my case, I handled this by creating a problem record.

Here’s the GitHub URL: https://github.com/anurampalli/ITSM-Core-Module-Implementation.git

following section in the README.md should be enough;

Custom Script Action

Create Problem From Incident Flow

The project itself may not be exactly what you need, but the idea of scanning the incident table at regular intervals to find and group related incidents is something you could build on.

Let me know what you think.

Best,
Anu

Re: How can we configure the Now Assist for CMDB

SajidK — Tue, 16 Sep 2025 08:20:41 GMT

informative