--- sourceDocument: Australia Enable AI sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences Release : - australia ft:locale : - en-US ft:publication_title : - Australia Enable AI ft:clusterId : - platai bundleId : - platai workflow : - Platform --- # Create or update a record in an instance # Create or update a record in an instance by using ServiceNow AI Lens {#ariaid-title1} Release version: Australia Updated March 17, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 10 minutes to read Create or update a record in the ServiceNow instance by auto-filling the form fields with data that ServiceNow AI Lens extracts from screens and files. ## Before you begin To access the ServiceNow AI Lens functionality, perform the following steps: * Install ServiceNow AI Lens on your ServiceNow instance. For more information, see [Install the ServiceNow Lens in the ServiceNow instance](https://www.servicenow.com/docs/hsUx9Gnce8BHUGjlLOjyFA "If you have the admin role, you can enable the ServiceNow AI Lens application (sn_ai_lens) to extract and comprehend data for various workflows."). * Turn on the ServiceNow AI Lens skill to add the generative AI capability. For more information, see [Activate the ServiceNow AI Lens skill](https://www.servicenow.com/docs/UeGVMSFuC2iNUXfXo4368w "Activate the ServiceNow AI Lens skill to start using generative AI to scan and analyze visual data such as scan artifacts such as images, scanned handwritten notes, Excel sheets, web pages and optimize your workflows."). * Download the ServiceNow AI Lens installer to scan your desktop screen. For more information, see [Download and set how you want to launch ServiceNow AI Lens](https://www.servicenow.com/docs/Xs5BK91oVE8ri8mlyv~ZxQ "Download the ServiceNow AI Lens installer for your operating system and set your preferred way to launch ServiceNow AI Lens — from your browser or the desktop application."). {#create-record-sn-lens__ul_urn_w5j_y2c} Note: * To use ServiceNow AI Lens from your browser, turn on the ServiceNow AI Lens skill. * For the full range of ServiceNow AI Lens capabilities, turn on the ServiceNow AI Lens skill, and download and install the desktop application. Verify that ServiceNow AI Lens has access to record the screen on your system. For more information, see [Providing permission to ServiceNow AI Lens](https://www.servicenow.com/docs/Xs5BK91oVE8ri8mlyv~ZxQ#download-sn-lens-msi__lens-permission). Don't scan any personally identifiable information, such as medical reports, financial reports, or other sensitive data, when using ServiceNow AI Lens as you don't want to expose the large language model (LLM) to any sensitive information. Role required: lens_user ## About this task You can create a record in the ServiceNow instance in two ways: * From your browser: Capture a screen or upload files directly from your browser, and let ServiceNow AI Lens analyze the contents and auto-fill the form fields --- no download or installation required. For more information, see [Using the Lens browser app](https://www.servicenow.com/docs/PLBK4mmU78OctfbVaJC6WQ#create-record-lens-browser "Capture a screen or upload files directly from your browser, and let ServiceNow AI Lens analyze the contents and auto-fill the form fields — no download or installation required."). Note: * The screen capture experience may vary depending on the browser that you use. Tip: For the best experience, use ServiceNow AI Lens on any Chromium-based browser. * The browser-based experience supports single-screen capture. To capture multiple screens, [Use ServiceNow AI Lens from the desktop application](https://www.servicenow.com/docs/PLBK4mmU78OctfbVaJC6WQ#create-record-sn-lens__use-desktop-app). {#create-record-sn-lens__ul_t3l_s4q_w3c} * From the desktop app: Use the ServiceNow AI Lens desktop app for the full range of capture and analysis capabilities, such as multi-image capture, auto-map Excel column headers with ServiceNow table fields, and file uploads. For more information, see [Using the Lens desktop app](https://www.servicenow.com/docs/PLBK4mmU78OctfbVaJC6WQ#create-record-lens-desktop-app "Use the ServiceNow AI Lens desktop app for the full range of capture and analysis capabilities, such as multi-image capture, auto-map Excel column headers with ServiceNow table fields, and file uploads."). {#create-record-sn-lens__ul_g3x_ktv_v3c} ## Procedure 1. In your instance, navigate to the list view of any table, for example, Incidents. 2. Select Create with Lens or Update with Lens. Note: * If pop-up is blocked, ServiceNow AI Lens screen may not open. Confirm that you've already allowed pop-ups from your browser settings. * On non-production instances, you can control on which tables the Create with Lens and Update with Lens buttons appear using the following system properties: * sn_app_lens_core.show_lens_action_on_all_tables: Set to true to show the Create with Lens and Update with Lens buttons on all tables. Set to false to show it only on specific tables. Default is true. * sn_app_lens_core.lens_inclusion_table_list: Enter the names of the tables as comma-separated values where you want the Create with Lens and Update with Lens buttons to appear. Use this property only when the sn_app_lens_core.show_lens_action_on_all_tables property is set to false. * sn_app_lens_core.lens_exclusion_table_list: Enter the names of the tables as comma-separated values where you want to hide the Create with Lens and Update with Lens buttons, regardless of how the sn_app_lens_core.lens_inclusion_table_list property is set. {#create-record-sn-lens__ul_sq2_lns_dkc} * On non-production instances, the Create with Lens and Update with Lens buttons may appear even if the ServiceNow AI Lens skill is not activated. If you select the button, an error occurs. You can activate the skill or hide the button by entering the name of the table in the sn_app_lens_core.lens_inclusion_table_list property * On production instances, the Create with Lens and Update with Lens buttons are visible only when the ServiceNow AI Lens skill is active and the user has the lens_user role. To hide the buttons on all tables, set sn_app_lens_core.show_lens_action_on_all_tables to false and leave sn_app_lens_core.lens_inclusion_table_list empty. {#create-record-sn-lens__ul_rq2_lns_dkc} 3. Create or update a record in the ServiceNow instance by performing any of the following methods. * [Using the Lens browser app](https://www.servicenow.com/docs/PLBK4mmU78OctfbVaJC6WQ#create-record-lens-browser "Capture a screen or upload files directly from your browser, and let ServiceNow AI Lens analyze the contents and auto-fill the form fields — no download or installation required.") The ServiceNow AI Lens browser app opens in a new browser window. * [Using the Lens desktop app](https://www.servicenow.com/docs/PLBK4mmU78OctfbVaJC6WQ#create-record-lens-desktop-app "Use the ServiceNow AI Lens desktop app for the full range of capture and analysis capabilities, such as multi-image capture, auto-map Excel column headers with ServiceNow table fields, and file uploads.") The ServiceNow AI Lens desktop app is launched. {#create-record-sn-lens__choices_ocz_mqw_2kc} **Related concepts** * [Supporting information for ServiceNow AI Lens](https://www.servicenow.com/docs/62PaGu~Z_R3BgmSvqNRVmA "Get a quick overview of the important information that is related to the ServiceNow AI Lens application.") **Related tasks** * [Extract and analyze data with ServiceNow AI Lens desktop app](https://www.servicenow.com/docs/cPXvV260hfScUN9kPYsO_w "Extract and analyze data from one or more screenshots that you capture or files that you upload, and then preview the data analysis.") **Related reference** * [ServiceNow AI Lens limitations](https://www.servicenow.com/docs/jyWB32ynVtCLPnfYvzrfJw "Be aware of a few limitations when you’re using the ServiceNow AI Lens application.") ## Using the Lens browser app {#ariaid-title2} Capture a screen or upload files directly from your browser, and let ServiceNow AI Lens analyze the contents and auto-fill the form fields --- no download or installation required. ### Before you begin Important: Confirm that Browser is selected as a default preference in the Downloads and Preferences page. To view the steps, see [Set AI Lens to launch with the desktop app](https://www.servicenow.com/docs/Xs5BK91oVE8ri8mlyv~ZxQ "Download the ServiceNow AI Lens installer for your operating system and set your preferred way to launch ServiceNow AI Lens — from your browser or the desktop application.") Role required: lens_user ### About this task When you select Create with Lens or Update with Lens for a form, the ServiceNow AI Lens browser app opens in a new browser window. Note: * The screen capture experience may vary depending on the browser that you use. Tip: For the best experience, use ServiceNow AI Lens on any Chromium-based browser. * The browser-based experience supports single-screen capture. To capture multiple screens, [Use ServiceNow AI Lens from the desktop application](https://www.servicenow.com/docs/PLBK4mmU78OctfbVaJC6WQ#create-record-lens-desktop-app "Use the ServiceNow AI Lens desktop app for the full range of capture and analysis capabilities, such as multi-image capture, auto-map Excel column headers with ServiceNow table fields, and file uploads."). {#create-record-lens-browser__ul_t3l_s4q_w3c} ### Procedure 1. Select one of the following methods. * Capture screen 1. Select Capture screen. 2. Select the screen that you want to capture, and then select Share. Note: * The screen capture options depend on your browser. * For illustration purpose, the following steps show the capturing of an Outlook email screen from Chrome tab. {#create-record-lens-browser__ul_z1h_xts_w3c} ServiceNow AI Lens shows the captured Outlook email screen that it will analyze. Figure 1. Screen captured for analysis 3. (Optional). To specify the area of the captured screen that you want ServiceNow AI Lens to analyze, select Crop, and then use the crop handles. 4. Select Confirm. 5. (Optional). Perform the following steps: * Select Re-capture to discard the current capture and capture a new screen. * Select Revert to original to undo the crop and restore the full captured image. * Select Crop to further refine your selection by cropping the already cropped screen. {#create-record-lens-browser__ul_ord_1sw_v3c} {#create-record-lens-browser__ol_ekr_wtv_v3c} * Upload 1. Select Upload. 2. Perform any one of the following file upload methods. * Upload one or more files by selecting the +Add file option. * Upload one or more files by dragging the selected files to the Drag and drop files section and then select Upload all. {#create-record-lens-browser__ul_cqz_lmt_dkc} Note: * You can upload up to 10 unprotected files, with the combined size of the uploaded files not exceeding 10 MB. * To remove a file that you attached, select the Remove file icon ![](). * To rename the file that you attached, select the More options icon ![](), and then select Rename. {#create-record-lens-browser__ul_agf_25t_g3c} 3. Select Next. The ServiceNow AI Lens preview window displays the files that you have uploaded {#create-record-lens-browser__ol_lqj_yls_wjc} {#create-record-lens-browser__choices_u3y_bl1_2kc} 2. To guide ServiceNow AI Lens in extracting the information you need from the uploaded files, enter specific instructions in the Additional instructions field. The default character limit is 500. Users with the admin role can increase this limit to up to 5000 characters by navigating to the sn_lens_user_prompt_max_length system property. 3. To let ServiceNow AI Lens analyze the captured screen, select Analyze. The form is auto-filled. 4. In the ServiceNow instance, review the text that is auto-filled by AI into your record. The fields that are auto-filled by AI are highlighted with the Sparkle icon ![AI sparkle icon](). Only the fields that are supported by ServiceNow AI Lens get auto-populated with the extracted data. If you don't have any supported fields in your form, then ServiceNow AI Lens won't update the record. For more information about the supported fields, see [Field types supported](https://www.servicenow.com/docs/rZYWrRgMYRq_MyLMTMmghA "Learn about the field types that are currently supported with the ServiceNow AI Lens application."). | Option | Action | | If the auto-filled text looks good | Save the record by selecting Save. | | If the auto-filled text requires changes | Do one of the following actions: * Manually adjust the information in the fields and save the record. * In the ServiceNow AI Lens window, provide different instructions or take more screenshots and select Analyze so that ServiceNow AI Lens can extract, comprehend the data again, and auto-fill the data into the record. Save the record by selecting Save. You can analyze the artifacts as many times as needed without reloading the form. {#create-record-lens-browser__ul_hyg_dz2_s2c} | |-|-| {#create-record-lens-browser__choicetable_jjf_zx2_s2c} {#create-record-lens-browser__steps_wpg_kwy_dkc} ## Using the Lens desktop app {#ariaid-title3} Use the ServiceNow AI Lens desktop app for the full range of capture and analysis capabilities, such as multi-image capture, auto-map Excel column headers with ServiceNow table fields, and file uploads. ### Before you begin Important: Confirm that Desktop app is selected as a default preference in the Downloads and Preferences page. To view the steps, see [Set AI Lens to launch with the desktop app](https://www.servicenow.com/docs/Xs5BK91oVE8ri8mlyv~ZxQ "Download the ServiceNow AI Lens installer for your operating system and set your preferred way to launch ServiceNow AI Lens — from your browser or the desktop application.") Role required: lens_user ### About this task When you select Create with Lens or Update with Lens for a form, the ServiceNow AI Lens desktop app is launched. ### Procedure 1. In the ServiceNow AI Lens.app dialog box, select Open ServiceNow AI Lens.app. Note: * This confirmation dialog appears when you select Create with Lens or Update with Lens for the first time. You can make this a one-time step by selecting Always open \ links of this type in the associated app before selecting Open ServiceNow AI Lens.app. * On macOS, when you launch ServiceNow AI Lens desktop app for the first time, your mac asks whether ServiceNow AI Lens can store your login credentials. Select Always Allow to avoid entering your credentials every time you open the application. {#create-record-lens-desktop-app__ul_mbx_sxy_dkc} 2. On the onboarding journey widget, complete the onboarding and select Got it. 3. Use one of the following methods to extract data from documents. Note: A document can be an image, a scanned handwritten note, web page, Excel sheet, or a Microsoft Word document. * Capture screen 1. On your system, open one or more documents that you want to scan. 2. Auto-fill the form on the instance with data extracted from a single screenshot. 1. Place the ServiceNow AI Lens scanner window on top of the document. 2. Resize the ServiceNow AI Lens scanner window by dragging its borders. {#create-record-lens-desktop-app__ol_bjy_xn1_2kc} 3. (Optional) Auto-fill the form on the instance with data extracted from multiple screenshots. 1. Select the Multi-capture button ![Multi-capture icon.]() 2. Select the Capture icon ![](). 3. Place the ServiceNow AI Lens scanner window over another document or page and then select the Capture icon ![](). 4. Repeat the step to capture more screenshots, if required. Note: * You can capture a total of 10 screenshots with the combined size of all captured screenshots not exceeding 10 MB. * To enable the desktop app to send large screenshot data to the server, verify that the following system properties are set exactly as shown: {#create-record-lens-desktop-app__table_hjy_xn1_2kc__entry__3} | Property name | Type | Recommended value | |-|-|-| | glide.rest.max_content_length | Integer | 15 | | glide.rest.scripted.max_inbound_content_length_mb | Integer | 15 | [Table 1. System property] {#create-record-lens-desktop-app__table_hjy_xn1_2kc} For more information, see [Configure system property](https://www.servicenow.com/docs/access?context=r_ControllingMaxRequestSize&version=australia&pubname=australia-api-reference&ft:locale=en-US). Note: You must have the admin role to set the system properties. {#create-record-lens-desktop-app__ul_gjy_xn1_2kc} 5. To complete the capture, select the Done icon ![](). {#create-record-lens-desktop-app__ol_cjy_xn1_2kc} {#create-record-lens-desktop-app__ol_ajy_xn1_2kc} * Upload 1. Select Upload. Note: * You can upload up to 10 unprotected files, with the combined size of the uploaded files not exceeding 10 MB. * To enable the desktop app to send large data of the uploaded files to the server, confirm that the following system properties are set exactly as shown below: {#create-record-lens-desktop-app__table_an5_gvt_g3c__entry__3} | Property name | Type | Recommended value | |-|-|-| | glide.rest.max_content_length | Integer | 15 | | glide.rest.scripted.max_inbound_content_length_mb | Integer | 15 | [Table 2. System property] {#create-record-lens-desktop-app__table_an5_gvt_g3c} For more information, see [Configure system property](https://www.servicenow.com/docs/access?context=r_ControllingMaxRequestSize&version=australia&pubname=australia-api-reference&ft:locale=en-US) Note: You must have the admin role to set the system properties. * To remove a file that you attached, select the Remove file icon ![](). {#create-record-lens-desktop-app__ul_zm5_gvt_g3c} 2. Perform any one of the following file upload methods. * Upload one or more files by selecting the +Add file option. * Upload one or more files by dragging the selected files to the Drag and drop files section and then select Upload all. {#create-record-lens-desktop-app__ul_cqz_lmt_dkc} Note: * You can upload up to 10 unprotected files, with the combined size of the uploaded files not exceeding 10 MB. * To remove a file that you attached, select the Remove file icon ![](). * To rename the file that you attached, select the More options icon ![](), and then select Rename. {#create-record-lens-desktop-app__ul_agf_25t_g3c} 3. Select Next. The ServiceNow AI Lens preview window displays the files that you've uploaded Tip: * To view the preview of a file that you uploaded, select the card. The preview of the file opens on its respective default application. * To remove an uploaded file, select the Remove file icon ![](). * To capture one or more additional files, select Upload. Note: You can upload a total of 10 unprotected files with the combined size of all files not exceeding 10 MB. {#create-record-lens-desktop-app__ul_r3y_ntv_h3c} {#create-record-lens-desktop-app__ol_hmr_3fz_dkc} {#create-record-lens-desktop-app__choices_jvv_vn1_2kc} 4. To guide ServiceNow AI Lens in extracting the information you need from the uploaded files, enter specific instructions in the Additional instructions field. The default character limit is 500. Users with the admin role can increase this limit to up to 5000 characters by navigating to the sn_lens_user_prompt_max_length system property. 5. To let ServiceNow AI Lens analyze the captured screen, select Analyze. The form is auto-filled. 6. In the ServiceNow instance, review the text that is auto-filled by AI into your record. The fields that are auto-filled by AI are highlighted with the Sparkle icon ![AI sparkle icon](). Only the fields that are supported by ServiceNow AI Lens get auto-populated with the extracted data. If you don't have any supported fields in your form, then ServiceNow AI Lens won't update the record. For more information about the supported fields, see [Field types supported](https://www.servicenow.com/docs/rZYWrRgMYRq_MyLMTMmghA "Learn about the field types that are currently supported with the ServiceNow AI Lens application."). | Option | Action | | If the auto-filled text looks good | Save the record by selecting Save. | | If the auto-filled text requires changes | Do one of the following actions: * Manually adjust the information in the fields and save the record. * In the ServiceNow AI Lens window, provide different instructions or take more screenshots and select Analyze so that ServiceNow AI Lens can extract, comprehend the data again, and auto-fill the data into the record. Save the record by selecting Save. You can analyze the artifacts as many times as needed without reloading the form. {#create-record-lens-desktop-app__ul_hyg_dz2_s2c} | |-|-| {#create-record-lens-desktop-app__choicetable_jjf_zx2_s2c}