View alert insights and remediation in Preview panel

Resolve alerts more quickly by reviewing AI-generated insights and recommended remediation in the Preview panel and acting on them without navigating to the alert record.

Before you begin

Verify you have the Now Assist for IT Operations Management (ITOM) plugin installed on your instance. For more information about installing Now Assist plugins, see Install Now Assist plugins.

Role required: evt_mgmt_admin or evt_mgmt_operator

About this task

The alert insights feature investigates alerts, summarizes alert-related reports, and stores structured insights with key findings. It also recommends remediation steps that you can activate or dismiss directly from the Preview panel.

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. From the navigation bar, select the Express list icon .
3. Select the alert for which you want to view alert insights.
   The Preview panel opens with the Insights tab selected by default.
4. Optional: If the Insights tab shows a Waiting for approval message, select Approve to start the analysis.
   The alert insights appear once the analysis completes.
5. Under Next steps, view the recommended remediation steps.
   
6. Under Primary action, select Dismiss or Activate for a remediation step.

   When you select Activate, ServiceNow runs the recommended remediation action for the alert. When you select Dismiss, the recommendation is discarded and no action is taken.