Sentiment analysis fields not showing

[jmariscalal]

Hello Community, 

I am in a paid instance where I have set up an LLM model to analyze the ticket sentiment following this guide

Everything is working as expected but the Sentiment analysis fields. Following the guide I should see: Current sentiment and Sentiment over time fields. However on the Layout I can only see "Sentiment". After that I have followed this other guide. But this did not solve my issue. Let me show you how I am seeing it:

As you can see I am seeing the RAW record instead of the UI elements. Anyone Knows what might be happening?

Thank you,

Kind Regards.

[Dr Atul G- LNG]

Hi @jmariscalal 

If it’s still not working, log a Now Support case.

[jmariscalal]

Hello Dr Atul,

Thank you for your help. Before continue I would like to know something:

Is the ServiceNow sentiment Analysis native feature available for the ITSM module in order to use it with Requests, Incidents & SCTASK? Or can I just use it for the Case Management process? 

If I can use it for the ITSM module, do you have any guide that I could follow? I only find references for the CM module.

Thank you,

Kind Regards.

[Dr Atul G- LNG]

No, it is only for CSM as of now.

https://www.servicenow.com/community/developer-articles/sentiment-analysis-amp-language-detection-wi...

https://www.servicenow.com/community/itsm-forum/sentiment-analysis-itsm-incidents-and-requests/m-p/2...

[jmariscalal]

Hello @Dr Atul G- LNG ,

Thank you for your reply.

Before opening a ticket with Support, do you know if this tool can be used for the ITSM module (RITM, INC, SCTASK...) ? Because I only find documentation for the CASES in CM module. If this Sentiment analysis model can it be used for that ITSM Module, do you have any guide or steps to follow?

Thank you,

Kind Regards.