Hi All, There is a requirement where users want to automatically gather incident details from ticket fields and any attached documents. Once an incident is resolved, the idea is to use GenAI (Now Assist) to connect with Microsoft SharePoint and do th...
Hello All, We have enabled Now Assist QA in our ESC portal and today it is generating summary as expected. We have enabled Result improvement rules to boost action based on user's location. Which works fine too. However we have a requirement that the...
Hi All, I have this requirement from our stakeholders:Have different role required to use Now Assist skils on Next Experience (only HR admin) vs Workspace (HR agents). For resolution notes I can manage this mostly because I found the client script th...
Hi All, Could you confirm whether the page flow is correct? Based on ServiceNow University, users can click "Enable AI Search" on the AI Search sectionCourse: Now Assist in Portal case form The course provides the video to explain how to set up via t...
I tried to test the email recommendation skill and I confirm that I can "send" emails but even though I sent me the emails I cannot reply to them. The workspace, CSM/FSM Configurable Workspace, has a tab to show the email activities but the "Activity...
Hi All,The screen says that "Email Sent" however I cannot find any record of the activities:I checked the "Email" tab but it does not show the record:I also checked Email Logs but there is no record of the above email activity:Could you tell me where...
Hello ServiceNow enthusiasts!! How do we modify approvers list within this "Approver" on an email approval notification for a knowledge article?All help is greatly appreciated. Thanks.
Hey all,I'm running a Flow Designer action that uses a Script step to insert records into a custom table (sn_customerservice_certificate_information). I'm using .initialize() followed by .insert(), and not calling .update() anywhere.However, when the...
When creating knowledge from an incident with Now Assist, can you give instructions at the prompts like in general GEN AI to create your ideal knowledge? Also, can I adjust the Now Assist G&A search results? For example, bullet points. .
Hi, Is there a way to list out the Incidents where the Incident Summarization was applied? I can see in the GenAI logs table and the Incident table there isn't obvious. Anyone know of a way this can be achieved? Regards, Ayman
How do we achieve this reporting - A report that provides insights into AI Search Assist usage data (genius results card)How many articles were searched via AI search assistHow many were clickedHow many times users clicked on "Solves my issue"By AI s...
I have created a custom skill to summarize HR case and deployed it as a UI action as well as Now Assist Panel. The skill is working as expected in HR agent workspace using UI action. However it is not invoked in the Now Assist Panel. Has anyone faced...
We are working on integrating Now Assist (Gen AI) within a Virtual Agent (VA) topic in ServiceNow to summarize incidents. Our goal is to:Use Now Assist to generate a summary of the incident.Include relevant resolution steps (like work notes, close no...
Hi,I have a custom table on which there is a choice type field(workstatus)which has values as:1- Available2-Not Available3-Approved4-In progressI want that when the workstatus is Available, the drop down should show only "Not Available", means only N...
Hi Community, I'm working on an Agentic AI use case where I’ve defined a trigger in ServiceNow to activate when feedback is given on a knowledge article and the feedback rating is less than 2. The trigger is working as expected. However, in the Now A...
