Hi @Satyam123,
To remove the "recommendation icon" from the Incident section which commonly refers to Agent Assist suggestions, you generally need to disable the Agent Assist functionality itself rather than just the icon.
For this, follow the given steps please:
- In your ServiceNow instance, go to Agent Assist > Setup or Agent Assist > Configuration.
- Look for configurations specifically tied to the Incident table or the Agent Workspace experience. You might find "Recommendation Configurations" or "Predictive Intelligence" settings.
- If you find active recommendation criteria or Predictive Intelligence solutions for the Incident table, deactivate them or remove the conditions that trigger the recommendations.
- Some recommendations might be configured directly within the Agent Workspace experience record itself or through specific UI Builder properties related to recommendation components.
- The recommendations often stem from Predictive Intelligence solutions. Navigate to Predictive Intelligence > Solutions and check if there are any active solutions (e.g., "Similarity" or "Classification" solutions) associated with the Incident table that generate recommendations. You may need to retrain or inactivate these solutions if they are feeding the recommendations.
The "read-only" status you encountered suggests that the icon is a visual representation of an underlying active feature, which needs to be disabled at its source. Duplicating the page might not work if the underlying configuration is global or tied to the table itself.
Thanks & Regards,
Muhammad Iftikhar
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