Activate NowAssist for ITSM only for specific users

[PolinaL]

We have purchased and installed the Now Assist for ITSM plugin but we would like to enable the NowAssist capabilities only to specific users and not to the entire ITIL role population. how to do it on a systems level and not skill by skill.

[Vamsi_Krishna07]

Hello @PolinaL,

I think based on the current Now Assist for ITSM capabilities, there is no documented system-level option to enable all Now Assist features for specific users while excluding the broader ITIL population. Access is currently managed at the skill, AI agent, and agentic workflow level using role-based access/role masking. See "Role Masking documentation" Link

So, for now, the practical approach is to control access at the individual skill/agent/workflow level.

[Its_Azar]

Hi there @PolinaL 

Not sure if this can be toggled off between roles, my suggestions s to raise a HI case with the ServiceNow team.