Solving installation and configuration issues with Now Assist

Use this checklist to address issues or gaps in your Now Assist configuration.

Table 1. Common issues by Now Assist feature

Feature	Issue	Solution
AI agents	I can't find agent spokes	Install the Now Assist for Spokes application from the ServiceNow Store. For details, see Now Assist for Integration Hub.
AI Control Tower	No data on the Evaluations tab	Verify that the Conversation Evaluator [sn_na_conv_eval] plugin is active. Also verify that the Smooth Flowing Conversation Chat Eval skill is active in the Now Assist Admin console. (This skill may appear in the Platform workflow or in the Other workflow, depending on your instance.)
AI Search	External content isn't included in search results	You can use External Content Connectors to include other sources in your search results. For details, see External Content Connectors.
AI Search	Now Assist in AI Search Genius results don't appear	Verify that AI Search and Now Assist in AI Search are installed and configured. To use Now Assist Q&A Genius Results in AI Search applications, link the Now Assist Q&A Genius Result configuration to your search profiles for those applications. For details, see Link a Genius Result configuration to a search profile. Verify that all Now Assist plugins are up to date. Try repairing the plugins.
Knowledge articles	I can't generate a knowledge article	Verify that Now Assist in Knowledge Management is installed and configured. Verify that all Now Assist plugins are up to date. Verify that the knowledge generation skill is activated. For details, see Activate a Now Assist skill. Try repairing the plugins.
Knowledge articles	The KB generation popup doesn't appear in Core UI	Now Assist in Knowledge Management formatters may be missing from the form layout, possibly due to form customizations. For details, see KB1710178.
Now Assist applications	I want to view my subscriptions	See Product subscriptions overview.
Now Assist panel	Can't access skills in the Now Assist panel	Verify that the skill is configured to display in the Now Assist panel. For details, see Edit a Now Assist skill. If you are using Now Assist in Virtual Agent, verify that search sources were configured for the Now Assist panel. You can specify search sources for a Now Assist panel assistant when you set it up. Search sources are essential for the Now Assist panel and Virtual Agent. Without them, they cannot discover or rank skills and agentic workflows. For details, see Configuring assistants overview and Assign search sources to a chat assistant. If Now Assist in Virtual Agent is not installed, the Now Assist panel uses default search sources.
Now Assist panel	Some users don't get a response to a question	Many Now Assist skills require specific user roles. Verify that there are active skills with the user's role. For details, see Activate a Now Assist skill.
Now Assist panel	I don't want skills to be available in Now Assist panel	Disable the Now Assist panel when you configure the skill. For details, see Edit a Now Assist skill.
Now Assist panel	Options for Now Assist panel are grayed out in the Now Assist Admin console	The sn_nowassist_admin.user role provides read-only access only. To make configuration changes, the user must have the sn_nowassist_admin.nsa_admin role.
Now Assist setup	Errors after clone	Try repairing affected plugins. For details, see Repair a ServiceNow application.
Now Assist setup	The Q&A results skill is not in the Now Assist Admin console	Set up AI Search. For details, see Configuring AI Search.
Now Assist setup	Features/skills are missing or generally not working	Verify that all of your Now Assist plugins are up to date. For details, see Install an update to a ServiceNow Store application. Verify that version and dependency requirements are met. For details, see Evaluating version requirements and dependencies. For skills, verify that they are active in the Now Assist Admin console. For details, see Activate a Now Assist skill. Verify that the user has the correct role for the skill. Try clearing the cookies and cache in the web browser. Try repairing Generative AI Controller. For details, see Repair a ServiceNow application.
Now Assist setup	Can't edit a skill	Verify that you have the Now Assist Admin role: sn_nowassist_admin.nsa_admin. You can edit a skill or make a copy of a skill to edit. For details, see Edit a Now Assist skill and Make a copy of a Now Assist skill.
Now Assist setup	Missing entries, fields, and errors	Verify that all of your Now Assist plugins are up to date. For details, see Install an update to a ServiceNow Store application. Try repairing the application. For details, see Repair a ServiceNow application. Try repairing Generative AI Controller. For details, see Repair a ServiceNow application.
Now Assist setup	Problems upgrading Now Assist applications	Verify that you have a license for the application. If the application was not previously installed, request it from the ServiceNow Store (Opt In). If the application was previously installed, you may need to procure it from the ServiceNow Store again. For details, see Updating applications.
Now Assist setup	Skills not working in Legacy Agent Workspace	Now Assist skills are not available in Legacy Workspace. Upgrade to Service Operations Workspace to use Now Assist.
Now Assist for Code	Don't see code suggestions	Verify that the skill is active. For details, see Activate a Now Assist skill. Verify that the user has the appropriate role. Any authenticated builder can use the related active skill. Verify that autocomplete is enabled. For details, see Generate code with autocomplete.
Now Assist for Creator	Skills not available or not working	Verify that the skill is active in the Now Assist Admin console. Verify that the user has the appropriate role. Any authenticated builder can use the related active skill.
Now Assist Skill Kit	Now Assist Skill Kit is not visible on my instance	Verify that you have at least one Now Assist product installed. For details, see Install Now Assist plugins. Verify that the sn_skill_builder.admin role is assigned to the user.
Now Assist Skill Kit	Skills are read-only	Verify that the sn_skill_builder.admin role is assigned to the user.
Now Assist in Virtual Agent	Topic not returning as expected	Verify that the Virtual Agent topic is in the Active state and is published. For details, see Publish a Virtual Agent topic. Verify that the topics are using LLM topic discovery. NLU/keyword topics cannot be used in a portal that is using Now Assist in Virtual Agent. You can migrate NLU/keyword topics to LLM, however. For details, see Migrating NLU/keyword Virtual Agent topics to LLM topics.
Now Assist in Virtual Agent	Can't add topics to the portal	Verify that the topics are using LLM topic discovery. NLU/keyword topics cannot be added to a portal that is using Now Assist in Virtual Agent. You can migrate these topics to LLM, however. For details, see Migrating NLU/keyword Virtual Agent topics to LLM topics.
Now Assist in Virtual Agent	Configuration issues	Verify that the plugin is up to date. For details, see Install an update to a ServiceNow Store application. Follow the guided setup to install and configure it. For details, see Configuring assistants overview.
Now Assist in Virtual Agent	Unable to choose fallback options in setup	If you're using a custom fallback topic, this option may be unavailable in guided setup. For details, see KB1760362: Now Assist Chat Setup Not Allowing to Set Fallback Option. You may need to log in to view the article.
Now Assist in Virtual Agent	Chat is not showing search results	Verify that all of your Now Assist plugins are up to date. For details, see Install an update to a ServiceNow Store application. Verify that AI Search and Now Assist in AI Search are set up and configured. For details, see Configuring AI Search and Install Now Assist in AI Search. Verify that search sources were configured for the Virtual Agent assistant. You can specify search sources for an assistant when you set it up. Search sources are essential for Virtual Agent and the Now Assist panel. Without them, they cannot discover or rank skills and agentic workflows. For details, see Configuring assistants overview and Assign search sources to a chat assistant.
Now Assist in Virtual Agent	Error when attempting to migrate Virtual Agent NLU conversations to LLM	Verify that you have the correct role, either virtual_agent_admin or sn_vad_genai.topic_migration_admin. For more information, see Migrate NLU topics to LLM topics.