Update a record in an instance by using ServiceNow AI Lens

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 3 minutes de lecture

    • Update a record in the ServiceNow instance by auto-filling the form fields with data that is extracted from one or more documents.

    Avant de commencer

    You must perform this task in Core UI.

    To access the ServiceNow AI Lens functionality, perform the following steps:

    Verify that ServiceNow AI Lens has access to record the screen on your system. For more information, see Providing permission to ServiceNow AI Lens.

    Use the Update with Lens button to launch the ServiceNow AI Lens scanner window and scan the data from documents, and update a form on the instance. You must have create and update access privileges to see the Create with Lens button in the list view of any table.

    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

    Procédure

    1. On your ServiceNow instance, navigate to the list view of a table.
      Example of a table: Incidents
    2. Select the record that you want to update.
    3. Select Update with Lens.
      Update with Lens button on the ServiceNow instance.
    4. In the ServiceNow AI Lens.app dialog box, select Open ServiceNow AI Lens.app.
      Conseil :
      This confirmation dialog appears when you select Create with Lens for the first time. You can make this a one-time step by selecting Always allow <instance-name.service-now.com> to open links of this type in the associated app before selecting Open ServiceNow AI Lens.app.
    5. Facultatif : On the onboarding journey widget, complete the onboarding and select Got it.
      Onboarding journey widget with three pages to show you the highlights of the application.

      If you launch the ServiceNow AI Lens for the first time, the onboarding journey widget appears. You can select Don't show me again to hide the widget the next time you launch ServiceNow AI Lens.

    6. On your system, open an artifact that you want to scan.
      An artifact can be an image, scanned or handwritten note, website, or application.
    7. Place the ServiceNow AI Lens scanner window on the top of the artifact.
      You can resize the ServiceNow AI Lens scanner window by dragging its borders.
    8. Facultatif : Extract the data from multiple screenshots.
      1. Select the Multi-capture button .
      2. Continue to take the required screenshots by selecting the Capture button .
        You can capture up to 10 images to ServiceNow AI Lens.

        You can take multiple screenshots of the same artifact or different artifacts.

      3. When you're finished taking screenshots, select Done .
        Done button after capturing multiple screenshots.

        The window shows the thumbnails of the images that ServiceNow Lens captured.

        Multiple screens captured.

    9. In the ServiceNow instance, review the text that is auto-filled by Now Assist into your record.
      The fields that are auto-filled by Now Assist are highlighted with the 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.

      OptionAction
      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.