Now Assist Pilot Group

Bill Campbell · ‎03-20-2025

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 · ‎03-20-2025

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

Regards,
PaulSylo

To be is to do. To do is to be.

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rohanrathod · ‎03-31-2026

Hi @Bill Campbell ,

Can you help me explain in detail, what you have done here? I am in a same situation where I created a pilot group and assign a role "now_assist_panel_user" to that group. however I am struggling to get the access for this pilot group for the activated skills.

Bill Campbell · 2 weeks ago

Ensuring the "now_assist_panel_user" role was applied to a new group created specifically for Pilot users worked for us.
If memory serves correctly, when setting up the skill, there was an option to set which roles could use the skill.
However, this was in early 2025.
Our company is not currently using ServiceNow so this may have changed.