Agent Assist

Agent Assist Installation - ServiceNow

21min

This guide will help you install Enjo Agent Assist in Servicenow. Follow these steps to ensure a smooth installation.

Before proceeding with the integration, ensure the following are in place:

Prerequisites 

  1. Valid ServiceNow Account: Ensure you have access credentials with an Admin role.
  2. Enjo App Dashboard Access: Admin privileges are required to configure integrations.
  3. Update Set File: Download the update set file here. (link) 



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Installing an Update Set Module

To install a Module, you can follow the steps below

Step 1: Log into Your ServiceNow Instance

  • Login to Your Servicenow instance.

Step 2: Retrieve Update Sets

  • In the left-hand navigation filter, search for Update Set.
  • Select Retrieved Update Sets.
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Step 3: Import Update Set

  • Click Import Update Set from XML. 
  • 
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Upload the provided XML file containing the update set.

Step 4: Preview and Commit

  • After uploading, click Preview Update Set and wait for a successful update.
  • Commit the Update Set.



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Updating an Update Set Module

To update a Module, you will follow the same steps as above. There may be some merge conflicts when installing. Our CS team will help ensure that any updates go smoothly

Configuring Agent Assist Installation

Step 1: Open Service Operations Workspace

  • Navigate to Workspaces in the top menu.
  • Search for Service Operations Workspace and open it.
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Step 2 : Navigate to the Incident List

  • Open the Lists tab in the workspace.
  • Select any incident and copy its Incident ID
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Configuration in UI Builder

Step 1: Open UI Builder

  • In the left-hand navigation filter, search for UI Builder.
  • Open UI Builder.



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Step 2: Access Service Operations Workspace

  • Click on Experiences.
  • Search for Service Operations Workspace (SOW) and select it.



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Step 3: Locate Records in SOW

  • Search for records in SOW.
  • Select the SRP Records.
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Step 4: Duplicate and Edit

  • Click on Edit in Original Scope and then Duplicate Variant.
  • Create a copy of the existing instance for editing.

Step 5: Modify the Record

  • Click on Edit Test Values.
  • Enter the appropriate Table and Sys ID (the incident Id copied in the previous step)for your configuration.
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Step 6: Add Enjo Component

  • Click Add Component and search for Enjo Component.
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Step 7: Preview and Finalize

  • Preview the changes to ensure the component integrates correctly.

Step 8: Configure Visibility Settings

  • Click on Settings.
  • Set the Order to 0.
  • Configure the Conditions as: table=incident^sysId!=-1
  • This ensures that the Agent Assist is visible in the Service Operations Workspace.



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Step 9: Verify Changes

  • Close the UI Builder window.
  • Go back to the incident in the workspace and refresh the page.



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Your ServiceNow Agent Assist  is now installed and configured.

Updated 03 Feb 2025
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