Trigger ServiceNow AI Lens from the desktop app

Trigger ServiceNow AI Lens from the desktop app by using a Lens action to preview the extracted data and initiate post processing or auto-fill a form.

Before you begin

To access the ServiceNow AI Lens functionality, perform the following steps:

• Install ServiceNow AI Lens on your ServiceNow instance. For more information, see Install the ServiceNow Lens in the ServiceNow instance.
• Turn on the ServiceNow AI Lens skill to add the generative AI capability. For more information, see Activate the ServiceNow AI Lens skill.
• Download the ServiceNow AI Lens installer to scan your desktop screen. For more information, see Download the ServiceNow AI Lens installer.

Verify that you've defined the Lens action for this purpose. For more information, see Define a Lens action.

Verify that ServiceNow AI Lens has access to record the screen on your system. For more information, see Providing permission to ServiceNow AI Lens.

You must have create and update access privileges for creating or updating a record using ServiceNow AI Lens.

Don't scan any personally identifiable information, such as medical reports, financial reports, or other sensitive data, when using ServiceNow AI Lens as you don't want to expose the large language model (LLM) to any sensitive information.

Role required: lens_user

About this task

By using Lens actions, you can perform one of the following tasks:

• Fill a form

  In the Lens action configuration, when Trigger From is Desktop and Trigger For is Form, and a table is selected, ServiceNow AI Lens can be triggered from the desktop to auto-fill a form. It first shows a preview of the data, and if the preview is editable, you can edit the fields before saving. After you select Submit in the preview window, it saves the form with the updated data on the ServiceNow instance.

• Preview the extracted data

  In the Lens action configuration, when Trigger From is Desktop and Trigger For is Others, ServiceNow AI Lens can be triggered from the desktop to show preview of the extracted data. If the preview is editable, you can edit the fields before saving. After you select Submit and close preview in the preview window, it saves the data and initiates post processing.

Procedure

1. From your system, launch the ServiceNow AI Lens desktop application.

2. On the login page, in the Instance URL field, enter the ServiceNow instance URL.

   For example, https://<instance name>.service-now.com.

3. Select Proceed.

4. Log in to your ServiceNow account by entering your username and password.

   Your account must have the lens_user role.

   Note:

   • If your administrator has enabled auto-login, you can skip signing in every time you launch ServiceNow AI Lens. After your first login, ServiceNow AI Lens automatically takes you to the home page on subsequent launches as long as your session is active. If your session expires or you sign out, ServiceNow AI Lens shows the login screen again. For more information, see Set up auto-login for ServiceNow AI Lens.
   • On macOS, when you launch ServiceNow AI Lens desktop app for the first time, your Mac asks whether ServiceNow AI Lens can store your login credentials. Select Always Allow to avoid entering your credentials every time you open the application.
   • 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.

1. Select a Lens action.

2. Select Proceed with Lens.

Lens scanner opens in a separate window.

**Note:** Use the scanner window to scan the data of the screenshot so you can submit it for analysis.

1. On your system, open an artifact that you want to scan.

   An artifact can be an image, scanned or handwritten note, website, or application.

2. Place the ServiceNow AI Lensscannerwindow on the top of the artifact.

   You can resize the ServiceNow AI Lens scanner window by dragging its borders.

3. Extract data from a single screen.

   1. Enter additional instructions to extract, analyze, and organize data by selecting the Edit icon (

    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.

    **Note:** This is an optional step.

    **Tip:** Use the Upload file icon \(

2.  Select **Analyze**.

    The ServiceNow AI Lens preview window displays the extracted output in an editable form.

1. Extract data from multiple screenshots.

   1. To provide additional instructions to extract, analyze, and organize data, select the Edit icon (

    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.

    **Note:** This is an optional step.

2.  Select the **Multi-capture** button

    **Tip:** Use the Upload file icon \(

3.  Select the Capture icon \(

    The first screenshot is captured.

4.  Place the ServiceNow AI Lensscannerwindow over another document or page and then select the Capture icon

    The second screenshot is captured.

    Repeat the step to capture more screenshots, if required.

    **Note:**

    -   You can capture a total of 10 screenshots with the combined size of all captured screenshots not exceeding 10 MB.
    -   To enable the desktop app to send large screenshot data to the server, confirm that the following system properties are set exactly as shown below:

        |Property name|Type|Recommended value|
        |-------------|----|-----------------|
        |glide.rest.max\_content\_length|Integer|15|
        |glide.rest.scripted.max\_inbound\_content\_length\_mb|Integer|15|

        For more information, see Configure system property

        **Note:** You must have the admin role to set the system properties.

5.  To complete the capture, select the Done icon \(

6.  Select **Analyze**.

    The data is extracted from the screenshots and the form that you can update and submit is shown.

1. Depending on the type of Lens action selected, perform the following steps.

1. End the current session by selecting Start new session.