automonous workforce for itsm
Hi Team, Can anyone help me please, how can we start to implement the autonomous workforce for l1 agents.
Forum Posts
Resolved! Ressource for implementing Voice call to Ai Agent for incident creation
Dear all,We need to test a customer case where quite many incident gets created manually form a customers call which is not so productive at the end and agent spend quite many times for that.I need to study a small POC where from a voice call, I need...
AI Search: How to open catalog item link from the AI Search Summary in the portal in a separate tab?
Hi Everyone,I’m working with AI Search in the ServiceNow Service Portal, and I’m having trouble with how catalog item links behave when they appear inside the AI Search Summary section.When the AI Search response includes a catalog item or record pro...
Implemeting custom model - Custom LLM Transformer
Dear all,I am trying to investigate the way to integrate a custom model in Service Now by following steps define in AI Academy.The first steps of configuration for connection provider are quite simple and logic I would say.Questions comes from the po...
Resolved! Now Assist Resolution notes generations error "There is an error in generating resolution notes"
i am using now assit resoution notes in Service Operations workspace. how come i get this error when trying to generate resouton notes? "There is an error in generating resolution notes" What could be causing this. i have just upgraded from patch 6 t...
Resolved! Resolve modal is empty in SOW
When creating a new incident from an interaction in SOW, users select the Resolve ui action which should display the resolution notes generation skill modal. However, we are seeing an empty modal (see screenshot). As a workaround, users select the Sa...
Resolved! Restrict Now Assist Skills editing by department
Hi! I'm trying to setup role based restrictions to keep different groups from editing each others skills in Now Assist.For example, staff from ITSM should only have edit access to modify the skills in the Now Assist for ITSM Module. From reading the ...
Resolved! Service now Now asisst - Agent AI certification
Dear all,I am actually running all fundamental on demand course relatif to Now Assist and AI agent.Is there a specific certification for ServiceNow Ai or is it included in ITSM certification ? regards
Resolved! Invoking Agentic Workflow in Virtual Agent using Now Assist
Hi Team,I’m currently exploring Agentic AI capabilities in ServiceNow and have a question regarding the approach.We have developed an Agentic workflow and would like to invoke it through Virtual Agent. Our proposed approach is to enable/configure Now...
Resolved! Why customer would potentialy use other models
Dear all,During my exploration of Now assist and Agent AI, I have seen that users can potentially use theire own LLM model instead of the ones embeded into serviceNow.I have a wierd question about this . Why customer would need to use their own model...
Issue with Resolution Notes Generation -HRSD and Custom Field Update in Now Assist
Hello everyone,We are currently facing an issue with the Now Assist case resolution notes generation in HRSD and would appreciate some suggestions.Use Case:As an HR Agent, during the ticket closing process, when AI-generated resolution notes are crea...
Resolved! How parameters gets pass from tool to AI Agent
During my practice on AI agent , I face something which is not easy to follow which is the way parameters output from tools as send back and use by the AI Agent For example I have an AI Agent which is based on the 2 following tools:I get a Tool named...
Clarification Needed on Now Assist Assist Usage and Limits
Hi Team,I would like to get a confirmation regarding the usage of Now Assist and how assists are consumed. I could not find clear documentation about this, so I wanted to check with the community.From my understanding, Now Assist consumes assists whe...
Clarification on AIOps LEAP Incident Clustering: Role of ML, Skills, and LLM
Hi Team,I have a question regarding how AIOps LEAP clustering works in the backend.According to the ServiceNow documentation, AIOps LEAP performs incident clustering using machine learning (ML), skills, and LLM models. However, I am trying to underst...
Flow Action named Agent - Get Similar Universal Request does not exist
Dear all,I am actually following the Now Assist AI Agents Deep Dive learning and in the Lab named "Build an Intelligent AI Agent to Automate Your Organization", one point refer to a flow action to select which name is "Agent - Get Similar Universal R...
