Now Assist Pilot Group

[Bill Campbell]

We are working to implement Now Assist for ITSM for our instance but we would like to test the skills before opening it up to everyone by offering it to a small pilot group of 10 to 15 users.

I have removed the now_assist_panel_user role and applied it to our pilot group but it seems like the skills are still available to anyone with the itil role.

I did open a case with ServiceNow support to see if there was a way to modify which roles could use Now Assist skills, but they have stated this is not possible due to numerous lookups of roles in various points such as ACLs, Business Rules, Script Includes, etc.

My question for the community is:
Has anyone found a way to limit the usage of Now Assist skills to a pilot group for testing?
Specifically, ITSM related skills such as Chat, Knowledge, and Incident?

[Paulsylo · Accepted solution]

Hi @Bill Campbell - I removed this role form ITIL user role and given a new role as "service_admin" and We have opened for our ServiceDesk (Small group) for testing. We have restricted using a role for Now assit panel, only this testing team can see this. can you try this once.

or if i

[Kim Sullivan]

This image is too small to see -- what role is it?

[Bill Campbell]

Ensuring the "now_assist_panel_user" role was applied to a new group created specifically for Pilot users worked for us.
However, this was in early 2025.
Our company is not currently using ServiceNow so this may have changed.

[Bill Campbell]

Thank you @Paulsylo !
I had reviewed the configuration while troubleshooting but I had not noticed the chevron by the display toggle. 🤔
After updating the role, our Pilot group is working as necessary!