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Use generative AI skills › Now Assist for IT Service Management \(ITSM\) › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Use self-service to deflect incidents in a ServiceNow portal using Now Assist

Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.

Before you begin

Role required: none

Procedure

  1. Navigate to a ServiceNow portal.

  2. Select the Create Incident with the Now Assist record producer.

  3. In the Please describe your issue below field, enter the issue you'd like to resolve and click outside of the field to generate the results.

Image omitted: itsm-now-assist-deflect-create-incidents.png
Find solutions or track an issue using Now Assist for ITSM
Now Assist AI generates the results based on available knowledge articles and catalog items.
  1. Resolve the issue or track it with an incident.
ToDo this
Track the issue with an incident
  1. Select Proceed with incident creation.

Additional fields such as Urgency are added to the form.

Image omitted: itsm-now-assist-deflect-track-incidents.png
Track an issue that's deflected using Now Assist for ITSM</p>
  1. In the Urgency field, select the level of importance to address the issue.

You can also select the Add attachments icon and add files related to the issue.

  1. Select Submit.

The incident is created and automatically assigned to you. If you aren’t ready to create the incident, select Save as Draft to submit it later.

Resolve the issueSelect Solution found and use the AI-generated solution to resolve the issue.