Unable to activate "Extract information from documents" skill in Now Assist Admin

[PranayaDonthi]

Hi ServiceNow Community,

I'm trying to configure Now Assist in Document Intelligence by following the official ServiceNow documentation. However, I'm unable to activate the "Extract information from documents" skill in Now Assist Admin and would appreciate some guidance on the correct configuration process.

Environment

• Instance: Sandbox3 (non-PDI)
• Release: Zurich
  
  

Installed Applications

The following applications are already installed and up to date:

• Now Assist in Document Intelligence (sn_docintel_gen_ai) – Version 6.1.2
• Document Intelligence (sn_docintel) – Version 8.0.6
• Document Intelligence Admin (sn_docintel_admin) – Installed
• sn-docintel-iframe – Installed
• Platform Document Intelligence plugin is also installed.
  
  

Issue

When I navigate to:

Now Assist Admin → Now Assist Skills

instead of seeing the "Extract information from documents" skill, I receive the following message:

"Install the 'Now Assist for Risk & Sustainability' product plugin before you can start activating any Risk & Sustainability skills."

Even though the required Document Intelligence applications are installed, the Document Intelligence skill is not available, and I cannot proceed with the configuration.

What I've already verified

• All required Document Intelligence applications are installed successfully.
• Platform Document Intelligence plugin is installed.
• The issue is reproducible even after refreshing the instance.
• On a Personal Developer Instance, I understand that Now Assist in Document Intelligence is not supported. However, this issue is occurring on a sandbox instance where the applications are installed.

Questions

1. Are there any additional plugins, entitlements, or dependencies required beyond the installed applications?
2. Is there a post-installation setup or activation process that must be completed before the "Extract information from documents" skill appears in Now Assist Admin?
3. Should the skill appear automatically after installation, or does it require running any setup scripts or loading demo/configuration data?
4. Is there any AI Controller, GenAI provider, or licensing configuration that needs to be completed before the skill becomes available?
5. Are there any official configuration steps or implementation guides beyond the application installation that need to be followed?

Any guidance or documentation on the complete end-to-end setup and implementation of Now Assist in Document Intelligence would be greatly appreciated.

Thank you!

[Tanushree Maiti]

Hi @PranayaDonthi ,

Could you please confirm whether the license cost for your project has already been paid?

For AI features such as Now Assist and AI Agents, a valid license is required before installation. This applies even to non-production environments, including sandbox instances.

Please confirm the license status so we can help you further.

[PranayaDonthi]

Thank you for your response.

We verified our environment and found the following:

• Our organization has active Now Assist entitlements under Subscription Management.
• We have available assists remaining.
• The following applications are already installed:
  • Now Assist for Platform
  • Now Assist Platform Skills
  • Document Intelligence
  • Document Intelligence Admin
  • Now Assist in Document Intelligence
  • Generative AI Controller
  • Platform Document Intelligence

However, we are still unable to perform the very first configuration step. Under Now Assist Admin → Skills, when we select Platform and search for the "Extract information from documents" skill, the skill is not available for activation. As a result, we are unable to proceed with the remaining configuration steps.

Could you please advise:

1. Is there a separate entitlement specifically required for Now Assist in Document Intelligence beyond the standard Now Assist for Enterprise entitlement?
2. How can we verify whether the Document Intelligence entitlement has been assigned to our SBOX3 instance?
3. Is there any activation step or entitlement synchronization required after the plugins are installed?
4. Are there any additional system properties or feature flags that must be enabled before the Document Intelligence skills become available?

[Paulsylo]

Hi @PranayaDonthi ,

which patch are you in? I am in Zurich Patch11 and it is working now for me. Earlier it was not working to me as well.

you are all have right the entitlement and no additional plugin or subscription needed. either patch plugin upgrade or instance patch upgrade will work for you . 

[Tanushree Maiti]

Hi @PranayaDonthi 

Please raise a case (Hi-ticket) with your Servicenow vendor as I can see version discrepancy here.

As per stored app : Document Intelligence  version should be 7.0.7 which is supported by Zurich,Youkohama.

But in your system, 

• Document Intelligence (sn_docintel) – Version 8.0.6   is installed! which is higher version and not mentioned in any documentation.

Refer: Document Intelligence