Now Assist / AI Integration

This guide covers the 17 Now Assist and AI tools available when NOW_ASSIST_ENABLED=true. These tools use ServiceNow's latest release AI APIs, including the new v4.0.0 Now Assist Skills and AI Agent management tools.

Prerequisites

• ServiceNow latest release instance
• Now Assist license activated on the instance
• NOW_ASSIST_ENABLED=true in your environment

NOW_ASSIST_ENABLED=true

Available Tools

Natural Language Query (NLQ)

nlq_query translates plain English questions into ServiceNow queries and returns results.

# Ask the AI assistant:
How many P1 incidents were opened this week?
# Uses nlq_query internally, returns structured results

API: POST /api/sn_nl_text_to_value/text_query

AI Search

ai_search performs semantic search across knowledge base, catalog, incidents, and other sources.

ai_search: "how to reset VPN access" across KB and catalog
# Returns semantically ranked results

API: GET /api/now/ai_search/search

Generate Summary

generate_summary creates an AI-written summary of any record.

Summarize incident INC0001234
# AI generates natural language summary of the incident
# history, impact, and current status

API: POST /api/sn_assist/skill/invoke (summarization skill)

Suggest Resolution

suggest_resolution analyzes an incident and recommends resolution steps based on similar past incidents.

Suggest resolution for incident INC0001234
# Returns recommendation with confidence score and similar incidents

Categorize Incident (Predictive Intelligence)

categorize_incident uses the Predictive Intelligence engine to predict category, assignment group, and priority.

Categorize: "Outlook won't open emails since Windows update"
# {category: "Email", assignment_group: "Desktop Support",
#  priority: 3, confidence: 0.89}

API: POST /api/sn_ml/solution/{id}/predict (LightGBM algorithm)

Agentic Playbooks

trigger_agentic_playbook invokes a Now Assist Agentic Playbook -- context-aware AI agents that can take multi-step actions.

trigger_agentic_playbook:
  playbook_sys_id="<sys_id>",
  context={incident_sys_id: "..."}

API: POST /api/sn_assist/playbook/trigger

Microsoft Copilot 365 Integration

get_ms_copilot_topics lists Virtual Agent topics exposed to Microsoft Copilot 365 via the Custom Engine Agent bridge.

Virtual Agent Streaming

get_virtual_agent_stream gets streaming Virtual Agent responses using the ServiceNow Streaming API.

Predictive Intelligence Models

get_pi_models lists available Predictive Intelligence solutions/models on your instance.

Generate Work Notes

generate_work_notes uses AI to generate contextual work notes for a given record based on its history and current state.

Now Assist Skills Management

New in v4.0.0. These tools let you manage Now Assist Skills directly -- create custom skills, list available skills, retrieve skill details, and test skills against sample inputs.

create_now_assist_skill

Creates a new Now Assist skill definition on the instance. Skills define reusable AI capabilities that can be invoked by agents, playbooks, and other consumers.

Required parameters: name, description, skill_type

Requires: NOW_ASSIST_ENABLED=true, WRITE_ENABLED=true

create_now_assist_skill:
  name="Summarize Change Risk",
  description="Analyzes a change request and produces a risk summary",
  skill_type="generative"

list_now_assist_skills

Lists all Now Assist skills registered on the instance. Supports filtering by skill type and active status.

Required parameters: none

Requires: NOW_ASSIST_ENABLED=true

get_now_assist_skill

Retrieves details for a specific Now Assist skill by sys_id, including configuration, input/output schema, and usage statistics.

Required parameters: sys_id

Requires: NOW_ASSIST_ENABLED=true

test_now_assist_skill

Tests a Now Assist skill against sample input and returns the skill output. Useful for validating skill behavior before deploying to production consumers.

Required parameters: sys_id, test_input

Requires: NOW_ASSIST_ENABLED=true, WRITE_ENABLED=true

test_now_assist_skill:
  sys_id="<skill_sys_id>",
  test_input={change_sys_id: "..."}
# Returns: skill output with confidence and execution time

AI Agents

New in v4.0.0. Manage AI Agents and agentic workflows on your ServiceNow instance. AI Agents are autonomous entities that combine skills, playbooks, and decision logic to handle complex multi-step tasks.

create_ai_agent

Creates a new AI Agent definition with specified skills, triggers, and configuration.

Required parameters: name, description

Requires: NOW_ASSIST_ENABLED=true, WRITE_ENABLED=true

create_ai_agent:
  name="Incident Triage Agent",
  description="Auto-triages and routes incoming P1/P2 incidents"

list_ai_agents

Lists all AI Agents registered on the instance. Supports filtering by active status.

Required parameters: none

Requires: NOW_ASSIST_ENABLED=true

get_ai_agent

Retrieves details for a specific AI Agent by sys_id, including assigned skills, trigger configuration, and execution history.

Required parameters: sys_id

Requires: NOW_ASSIST_ENABLED=true

create_agentic_workflow

Creates an agentic workflow that defines multi-step orchestration logic for an AI Agent. Workflows chain skills, conditions, and actions into a directed execution graph.

Required parameters: name, agent_sys_id, steps

Requires: NOW_ASSIST_ENABLED=true, WRITE_ENABLED=true

create_agentic_workflow:
  name="Triage Workflow",
  agent_sys_id="<agent_sys_id>",
  steps=[
    {action: "categorize"},
    {action: "assign"},
    {action: "notify"}
  ]

Configuration Example

# .env for Now Assist developer
SERVICENOW_INSTANCE_URL=https://yourinstance.service-now.com
SERVICENOW_AUTH_METHOD=oauth
SERVICENOW_OAUTH_CLIENT_ID=your_client_id
SERVICENOW_OAUTH_CLIENT_SECRET=your_client_secret
SERVICENOW_OAUTH_USERNAME=your_username
SERVICENOW_OAUTH_PASSWORD=your_password

NOW_ASSIST_ENABLED=true
MCP_TOOL_PACKAGE=ai_developer

Latest API References

Notes