# Integrating Agent/Aisera Assist within ServiceNow's Service Operations Workspace Aisera's Agent Assist is also available within the ServiceNow Service Operations Workspace. It appears as **Aisera Assist** in the ServiceNow Marketplace. This topic will refer to the ServiceNow plug-in as **Aisera Assist,** even though it is equivalent to Agent Assist in the Aisera Admin UI.
This integration brings powerful AI-driven capabilities directly to the Incident page, enabling human agents to resolve cases more efficiently. With **Aisera Assist** embedded in the Service Operations Workspace, your human agents can now benefit from: **Field Predictions:** Accurate recommendations for filling in key fields, saving time and reducing errors. **Incident Summarization:** Instant summaries of incidents to quickly understand the context and details. **Answer and Action Recommendations:** Relevant suggestions drawn from Knowledge Articles and historical cases, streamlining the resolution process. **Conversational Chatbot:** An AI-powered chatbot that assists with queries and provides instant support. For more information, please reach out to your Customer Success Manager. {% hint style="info" %} **NOTE: You may need assistance or privileges from your Aisera AISE Team to perform some of the steps in the following sections.** {% endhint %} ### Pre-requisites The ServiceNow plug-in, that allows you to use the Aisera Agent Assist widget on a window within ServiceNow, is available in the [ServiceNow Store](https://store.servicenow.com/store/app/8de553b247f27210cadd8a75d36d43df#contacts). 1. Log in as your ServiceNow administrator, or ask your ServiceNow administrator to log in so you can upload a new Update Set. 2. Navigate to the ServiceNow **All > Aisera Assist Settings.** 3. Make sure your user has access to `x_aiser_ticket_ai.aisera_ticketai_settings_user` permissions. 4. If you need to set up cross-scope privileges, see [**Steps to create cross-scope privileges**](https://docs.aisera.com/agent-assist/how-to-setup-agent-assist/integrating-agent-aisera-assist-within-servicenows-service-operations-workspace#steps-to-create-a-cross-scope-privilege-manual-steps). ### Download the Update Set 1. Download the **Aisera\_Ticket\_AI\_Workspace\ Update Set** from the ServiceNow Marketplace. \ \ The version variable describes the compatible ServiceNow releases.\ The Aisera Agent Assist plug-in will be installed within the ServiceNow application workspace that you used to download the Update Set.\ \ **Reach out to Aisera Support if you are using an older version of the App that is not listed on the ServiceNow Marketplace.** ### Preview the Update Set 1. Open **Update** from **Retrieved Update Sets.**
2. Click **Preview Update Set** to perform a dry run.
3. Reach out to your Aisera AISE or Customer Support Team if you receive errors.
### **Commit the Update Set** 1. Stay in the **Update Set** window after you have performed the preview. 2. Select **Commit Update Set** to persist the records in your Update Set.
3. Reach out to your Aisera AISE or Customer Support Team if you receive errors. ### **Update the Aisera Assist Settings in ServiceNow** 1. Look for **Aisera** in the ServiceNow **Filter Navigator**. 2. Click on module menu **Aisera Assist Settings** under **Aisera Assist Workspace Settings**. Aisera Assist Settings are displayed. 3. Enter a parameter in the **Value** field for each of the following attributes: 1. **usermail** 1. Update the **Value** field. 2. Integration user with SERVICE\_ACCOUNT login role will be provided by your Aisera AISE Team.
b. **password** i. Update the **pwdValue** field.\ **Note:** the other parameters include a '`Value`' field, but the equivalent \ field here is called, '`pwdValue`'. The Password value will be provided \ by your Aisera AISE Team.
c. **widgetToken** i. Update the **Value** field. \ The widget token is available on the channel (**Channel Type: Ticket AI** \ **Agent Assist**) configured in the Aisera Admin UI. The pwdValue is \ provided by your Aisera AISE Team.
d. **subdomain** i. This is the API Vanity URL of your tenant on the Aisera Assist \ Configuration page.\ \ Example: `https://.api.aisera.cloud` **Note:** the URL includes **.api** and not **.login.** The URL should not contain a \ trailing **/**. ii. The pwdValue is provided by your Aisera AISE Team. e. **eventKey** i. The is the AppKey from Event Studio. Extraction of the AppKey is \ described under the Aisera Assist Configuration page.\ ii. The pwdValue is provided by your Aisera AISE Team.
f. **assistantSubdomain** i. This is the vanity URL associated with the Webchat bot.\ **Example:** https\://\.chatbot.aisera.cloud\ **Note:** the URL includes **.chatbot** and not **.login.** ii. The URL should not contain a trailing **/**. iii. The pwdValue is provide by your Aisera AISE Team. g. **assistantToken** i. This token is available on the Webchat channel in the Aisera Admin UI. ii. The pwdValue is provide by your Aisera AISE Team. ### Validate Widget in Agent Workspace 1. Navigate to the ServiceNow Agent Workspace (If installing in the Service Operations Workspace instead, please follow the steps outlined in the next section.)
2. Select an Incident.
3. The widget is rendered as contextual side panel.
4. **Note:** The contextual side panel varies by customer. Ensure proper configuration in your contextual side panel.
### Enable the Agent Assist Widget within the Service Operations Workspace (SOW) 1. Navigate to **All → UI Builder** in your ServiceNow application.
2. Open **Experiences.**
3. Open the **Service Operations Workspace (SOW)**.
4. In the **Page and Variants** section look for the **SRP Record**.
5. Right-click the **SRP Record** and select **Duplicate variant** from the pull-down menu**.**
6. Rename the **Duplicate** **SRP Record**. 7. Click the **+ Add** button to add a different audience and restrict the viewers to a specific group.
8. Update the order of the Page variants in the Aisera SRP Record Page (Note: the least order value will appear first.)
9. Navigate to the **Tab sidebar**.
10. Open **Page collection controller** and click the **Edit content** button as shown in the screenshot above. 11. In Sidebar tabs top, click the **+** button next to **Pages and variants.**
12. This will bring up two options. Choose **Create a new page**.
13. Add a **Name** for your page and the **URL path**.
14. Add a name for your variant and click **Create**.
15. Your variant now appears in the SOW Side Bar page.
16. Click **Editor** on the variant line to add the Aisera **Ticket UI Agent Assist** channel.
17. Choose **Add Component** in the **Variant Editor**.
18. Select **Component** and then **Aisera Ticket AI.**
19. **Save** the component. ### Verify your Agent Assist widget within the Service Operations Workspace 1. Navigate to your ServiceNow Service Operation Workspace (SOW).
2. Open **Menu** as shown in the screenshot above. 3. Open an **Incident**.
4. Verify your widget by reviewing the details.
### Add the Aisera Logo **Step-1:** Click on the **New** button to create a new image that will have Aisera Logo.
**Active:** true\ **Category:** General\ **Name:** Aisera Logo.png (if the name changes, it is ok).
**Step-2:** Click on the button/icon (Attachments), in the top right corner of the screen.
Once the below pop-up window shows up, click on **Choose File** to upload the Aisera Logo (Can be downloaded from [https://www.aisera.com](https://aisera.com/) or received from your Aisera Team.)
Once uploaded successfully, then the above pop-up window will change as shown:
Close the pop-up window and click the **Update** button (available on the images screen). **Step-4:** Assuming the URL was copied to clipboard, now navigate to **UX App Routes** page.
In the icon, the url should be the url from clipboard that you copied from the above step, it will look like the example below: `https:///nav_to.do?uri=sys_attachment.do?sys_id=2dfaABCD930166d0e10bad12345a4d58` Convert the URL to `/sys_attachment.do sys_id=2dfaABCD930166d0e10bad12345a4d58` and paste it in the icon field as shown below. **Step-5:** Once the icon is updated, you can verify that the incident/interaction/problem looks correct.
#### **Steps to create a cross-scope privilege (manual steps):** 1. Login to your ServiceNow instance. 2. Navigate to the **Application Cross-Scope Access** page. (**All → Application Cross-Scope Access**)
{% hint style="info" %} Note that the UI changes at this point to read, **Agent Assist**. {% endhint %} 3. Filter the **Agent Assist** cross scope privileges. **Choose -> Source Scope = Agent Assist**.
4. Choose **Cross scope privileges -> Source Scope = Agent Assist**.
5. Create a new cross-scope privilege. **Click → New** fill in the details as shown below and submit.\ \ Target Name : **ScriptableRESTMessageClient.execute**
See also: [**ServiceNow Widget Configuration**](https://docs.aisera.com/agent-assist/adding-the-ticket-ai-agent-assist-channel/agent-assist-widget-configuration/servicenow-widget).