Auto-fill catalog item form in the Service Portal

Use ServiceNow AI Lens to extract data from documents and auto-fill catalog item forms in Service Portal. For example, auto-fill a new vendor onboarding form by extracting key details such as vendor name, address, contact email, and banking information from multiple documents, that includes Excel files, emails, images, and PDF documents.

Before you begin

Role required: lens_user

About this task

You can auto-fill catalog item forms in the Service Portal in two ways:

• From your browser: Use ServiceNow AI Lens to capture a screen from the browser, analyze the contents of the captured screen and auto-fill the form fields in the Service Portal — no download or installation of the desktop app required. For more information, see create-record-in-the-service-portal.html#create-record-in-the-service-portal__auto-fill-catalog-from-browser.
  Note:

  • The screen capture experience may vary depending on your browser.
    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 or upload files, see create-record-in-the-service-portal.html#create-record-in-the-service-portal__use-desktop-app.
• 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 and file uploads. For more information, see create-record-in-the-service-portal.html#create-record-in-the-service-portal__use-desktop-app.

Procedure

1. Auto-fill catalog item forms in Service Portal by performing any of the following methods.

   Method	Steps
   From your browser	Navigate to the Service Portal and log in. The URL is https://<instance-name>.service-now.com/sp This procedure demonstrates how to request an iPhone from the Service Portal by capturing the browser screen and auto-filling the form. Navigate to the item that you want to request and select it. Select Fill with Lens. Select Capture screen. 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 and the auto-filling of a catalog item form fields for an iPhone. ServiceNow AI Lens shows the captured Outlook email screen that it will analyze. (Optional step). To specify the area of the captured screen that you want ServiceNow AI Lens to analyze, select Crop, and then use the crop handles. Select Confirm. (Optional steps). Perform the following steps: In the Additional instructions field, enter specific instructions to guide ServiceNow AI Lens in extracting the information you need from the captured screen. 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. To let ServiceNow AI Lens analyze the captured screen, select Analyze. ServiceNow AI Lens notifies that it has auto-filled the catalog item form fields. Navigate to the catalog item form that you wanted to auto-fill and verify that the fields are correctly filled. Note: The AI sparkle icon () next to a field indicates that the field is auto-filled by ServiceNow AI Lens.
   From the desktop app	Navigate to the Service Portal. The URL is: https://<instance-name>.service-now.com This procedure demonstrates how to auto-fill a vendor onboarding form in the Service Portal. Navigate to the item that you want to request and select it. For example, you could select New Vendor Registration. Select Fill with Lens. Select Open AI Lens desktop. In the ServiceNow AI Lens.app dialog box, select Open ServiceNow AI Lens.app. Note: This confirmation dialog appears when you select Fill 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. (Optional step). On the onboarding journey widget, complete the onboarding and select Got it. 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. Place the ServiceNow AI Lens scanner window on the top of the document. You can resize the ServiceNow AI Lens scanner window by dragging the scanner window borders. Perform any one of the following steps. Extract data from a single screenshot and auto-fill the form (Optional step). To provide instructions to extract the data from the document in a specific way, select the Edit icon () and enter instructions to analyze. 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. Select Analyze. ServiceNow AI Lens confirms that the catalog item form is filled. Figure 1. Vendor Registration form fields auto-filled Extract data from multiple screenshots and auto-fill the form Select the Multi-capture icon (), and then place the scanner window over the document that you want to scan. You can resize the scanner window by dragging its borders. (Optional step). To provide instructions to extract the data from the document in a specific way, select the Edit icon (), and enter the instructions. Figure 2. Enter specific instructions 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. Select the Capture icon (). The first screenshot is captured. Place the ServiceNow AI Lens scanner window over the page of another or the same document and then select the Capture icon (). The second screenshot is captured. Repeat the step to capture more screenshots, if required. Figure 3. View the number of screenshots you've captured (Optional step) To remove a screenshot that you had captured, select the Delete icon. Figure 4. Remove captured screenshot To complete the capture, select the Done icon (). The ServiceNow AI Lens preview window displays the screenshots that you've captured. Figure 5. Preview of multiple captured screenshots Select Analyze. The catalog item form is auto-filled. Figure 6. Vendor Registration form fields auto-filled

2. In the catalog item request form, confirm that the catalog item form fields are correctly filled.
   The fields that are auto-filled by Now Assist are highlighted with the Sparkle icon .

   Only the field types that are supported by ServiceNow AI Lens get auto-populated with the extracted data. If the form doesn't have field types that are supported, then ServiceNow AI Lens won’t update the record. For more information about the supported fields, see Field types supported.

   Option	Action
   If the auto-filled text looks good	Save the record by selecting Submit.
   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 Submit. You can analyze the artifacts as many times as needed without reloading the form.