Hi, is there anything that we can do specifically using Now Assist skills and not with AI Agent? While I know the definitions that AI Agent is an autonomous worker and Now Assist skills are Gen AI capabilities like summarization, but we can build an ...
Hi all, When we customize the case summarization skill, how can you incorporate variables that exist? The use case:We have record producer variables that are stored on the case when it is created. We want to use those variables and send it to the LLM...
Dear all,I have setup a conversational assistant Twilio Agent in order to create an incident using a voice Agent.The creation works great but wierd things happenWhen testing this using chat input from Assistant Test buttonThis open an Agent panel whe...
Hi Community,In CSM/FSM Configurable Workspace, the Now Assist (sn‑wwna) sparkle icon shown in the Resolution field has a green background and success styling.I want to change the background, border, and icon color to match our Workspace theme.I’ve a...
Hello! We are testing the Now Assist in Virtual Agent functionality before deploying it to Production. Is there a way to embed an email address in a menu item? Today in Production, users select 'Send Email to Customer Support,' which opens Outlook (s...
Hi fellows,I am working on a task in my organization. Where some articles are pushed to draft state by the system and some of them are in pending retirement state. My task is to move them back to published state which i did already. As the company do...
How to open the now assist chat window from the footer ?in foter we have phone chat and emial option. what i want that as soon as user click on chat it should open the now assit chat window.
Hello Everyone, I've installed this plugin "IT Service Management AI Voice agent collection" ('sn_itsm_voice_aia')I can't find any option to test these voice AI agents. When I go to the testing section it only shows the chat AI agent. There’s no opti...
Dear all,I have setup a Twilio voice agent which is capable of creating an Incident based on a voice agent conversationThe voice agent is asking some question and then based on my reply send the conversation in the incident description as seen belowA...
We used the migration tool to transfer our NLU topics and topic blocks, but I am encountering loops or virtual agent conversations ending with a specific topic block. Does this indicate that some NLU nodes converted to LLM nodes are not supported? Fo...
Hi, I have to encrypt the catalog variable, can some one tell me the steps.
Hi community,I'm running a 403 forbidden error when trying to use an AI skill (incident summarization) published by a ServiceNow MCP server. Scenario:OAuth Client Credentials (with an integration user with ITIL role)AI Skill (OOTB) requires ITIL role...
Hi Community, As part of a personal learning initiative, I explored how AI-assisted patterns could enhance Incident Management workflows in ServiceNow (built in a Personal Developer Instance). The goal was not to implement licensed GenAI features, bu...
Hi All, When i try to use Investigate Problem agent workflow, it is not working. When i try to run it and provide the Problem record number, it says that it cannot find problem record.NowAssist for ITSM is enabled. However in above agent workflow whe...
We are using the 'Now Assist Multi-Content Response' genius result configuration for ESC Portal Default Search Profile.And currently in the now assist AI search genius results the links of the knowledge article or catalog items are opening in the sam...