Agent assist

[ThotaA]

Hi,

I have a requirement When..!

In the Agent Workspace of ServiceNow, when a configuration item is selected in an incident record, the Agent Assist sidebar should display a list of all incidents associated with that configuration item.

Referral to the attached screenshot...

Thanks.

[Shivalika]

Hello @ThotaA 

To Configure this you will need to configure Agent Assist Search Action Configuration. 

1) Navigate to Search Action Configuration

Go to Agent Assist > Search Action Configuration in ServiceNow.

Click New to create a new Search Action.

2. Configure the Search Action

Name: Related Incidents by Configuration Item

Table: Incident (incident)

Condition:

Configuration item [cmdb_ci] is {{record.cmdb_ci}} (Dynamic reference)

3) Assign to Agent Assist Sidebar

Go to Agent Assist > Search Action Mapping.

Click New to map the Search Action to the Incident table.

Select:

Table: Incident

Search Action: Related Incidents by Configuration Item

Trigger Field: Configuration Item (cmdb_ci)

Save and Activate the mapping.

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards, 

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Shivalika]

Hello @ThotaA 

Please confirm if you checked my answer. Kindly mark my answer as helpful and accept solution if it helped you in anyway, so that it can move from unsolved bucket to solved bucket. 

Regards, 

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&

si=0WynLcOwNeE