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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Extract and analyze data with ServiceNow AI Lens desktop app

Extract and analyze data from one or more screenshots that you capture or files that you upload, and then preview the data analysis.

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.

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.

Verify that you have provided permission to ServiceNow AI Lens to record the screen on your system.

Role required: lens_user

Procedure

From your system, launch the ServiceNow AI Lens desktop application.
On the login page, in the Instance URL field, enter the ServiceNow instance URL.

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

Image omitted: onboarding-widget-lens.png
Onboarding journey widget with three pages to show you the highlights of the application.

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.

Perform any one of the following methods to capture screenshots or upload files and analyze the data.

Method Steps

Capture a single screenshot of a document and analyze the data.

Select Capture.

The ServiceNow AI Lens scanner window is launched.

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

Open a document that you want to scan.

Example of a document: image, scanned handwritten note, Excel sheet, web page, or any document that gives visual data.

Place the ServiceNow AI Lensscannerwindow over the document.
(Optional step). To provide instructions to analyze the data in the screenshot in a specific way, select the Edit icon (
Image omitted: lens-instructions-icon.png
Edit icon.), and enter the instructions.</li>

Image omitted: lens-incident-email.png
Field to enter instructions.

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.

To analyze the data in the screenshot that you captured, select Analyze.
The preview of the analysis is displayed on the ServiceNow AI Lens preview window.

Image omitted: lens-single-scrnsht-analysis.png
Preview of the analysis of single image.</td></tr><tr><td id="d187094e389">Capture multiple screenshots from one or more documents.</td><td><ol>

Select Capture.

Open one or more documents from which you want to capture the screenshots.

Example of a document: image, scanned handwritten note, Excel sheet, web page, or any document that gives visual data.

Select the Multi-capture icon (
Image omitted: lens-multi-capture-icon.png
Multi-capture icon.), and then place the scanner window over the document that you want to scan.</li>

You can resize the scanner window by dragging its borders.

(Optional step). To provide instructions to analyze the data in the screenshots in a specific way, select the Instructions icon (
Image omitted: lens-instructions-icon.png
Instructions icon.), and enter the instructions.</li>

Image omitted: lens-incident-email.png
Field to enter custom instructions.

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.

Select the Capture icon (
Image omitted: capture-icon.png
Capture icon.)</li>

The first screenshot is captured.

Place the ServiceNow AI Lensscannerwindow over the page of another or the same document and then select the Capture icon (
Image omitted: capture-icon.png
Capture icon.).</li>

The second screenshot is captured.

Repeat the step to capture more screenshots, if required.

Image omitted: lens-number0f-scrnshts-captured.png
number of screenshots you've captured.

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.

(Optional step) To remove a screenshot that you had captured, select the Delete icon.

Image omitted: lens-scrnsht-delete-button.png
Captured screenshot delete button.

Tip:

Repeat the step as many times to remove as many screenshots.
The last screenshot that you had captured is removed at the first click.
You can capture one or more new screenshots after removing the screenshots.
To complete the capture, select the Done icon (
Image omitted: lens-capture-done-icon.png
Capture complete icon.).
The ServiceNow AI Lens preview window displays the screenshots that you've captured.

Image omitted: lens-multiple-images-captured.png
Multiple screenshots captured.

Tip:

To view the preview of a screenshot that you captured, select the card. The preview of the screenshot opens on its respective default application.
To remove a captured screenshot, select the
Image omitted: lens-file-attch-remove.png
Remove file icon.</li>
To capture one or more additional screenshots, select Capture more.

Note: You can capture a total of 10 screenshots with the combined size of all captured screenshots not exceeding 10 MB.

Upload one or more files

Select Upload and perform any one of the following file upload methods.Add one or more files

Select +Add file,
On your computer, navigate to the location and select one or more files that you want to upload.

Tip:

You can upload up to 10 unprotected files, with the combined size of the uploaded files not exceeding 10 MB.

To enable the desktop app to send large data of the uploaded files 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.

To remove a file that you attached, select the Remove file icon (
Image omitted: lens-file-attch-remove.png
Remove file).</li>
Select Next. Drag and drop files1. On your computer, navigate to the location and select one or more files that you want to upload.
Drag the selected files to the Drag and drop section (
Image omitted: lens-drag-and-drop.png
Drag and drop section.).</li>

Note:

You can drag and drop up to 10 unprotected files, with the combined size of the uploaded files not exceeding 10 MB.

To enable the desktop app to send large data of the uploaded files 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.

To remove a file that you attached, select the Remove file icon (
Image omitted: lens-file-attch-remove.png
Remove file).</li>
Select Next

The ServiceNow AI Lens preview window displays the files that you've uploaded

Image omitted: lens-multiple-images-attached.png
Multiple files attached. [Omitted image ""] Alt text: Multiple files attached.

Tip:

To view the preview of a file that you uploaded, select the card. The preview of the file opens on its respective default application.
To remove an uploaded file, select the
Image omitted: lens-file-attch-remove.png
Remove file icon.</li>
To capture one or more additional files, select Upload.

Note: You can upload a total of 10 unprotected files with the combined size of all files not exceeding 10 MB.

Select Analyze.

ServiceNow AI Lens displays the preview of the response

Image omitted: lens-single-scrnsht-analyze-response.png
Analysis response displayed under Preview window.

Select Submit to trigger post processing.

The Submit button appears on the Preview window if the post-processing is enabled in the related ServiceNow AI Lens action.
Copy the previewed data by selecting the Copy icon

Image omitted: icon-docintel-na-copy.png
Copy icon..

End the current session by selecting Start new session.

ServiceNow AI Lens limitations

Create a record in an instance by using ServiceNow AI Lens

Update a record in an instance by using ServiceNow AI Lens