---
title: Solving installation and configuration issues with ServiceNow AI features
description: Use this checklist to address issues or gaps in your AI configuration.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/now-assist-install-config-checklist.html
release: australia
topic_type: concept
last_updated: "2025-07-31"
reading_time_minutes: 8
keywords: [installing Now Assist, AI features, AI products, updating Now Assist, solutions, Now Assist, GenAI, generative AI, configure Now Assist]
breadcrumb: [ServiceNow AI implementation, Enable AI experiences]
---

# Solving installation and configuration issues with ServiceNow AI features

Use this checklist to address issues or gaps in your AI configuration.

<table id="table_xxd_g5n_5fc"><thead><tr><th class="filter">

Feature

</th><th>

Issue

</th><th>

Solution

</th></tr></thead><tbody><tr><td>

AI and ServiceNow Otto applications

</td><td>

I want to view my subscriptions

</td><td>

See [Product subscriptions overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/subscriptions-overview-v2.md).

</td></tr><tr><td>

AI agents

</td><td>

I can't find agent spokes

</td><td>

Install the ServiceNow Otto for Spokes application from the ServiceNow Store. For details, see [ServiceNow Otto for Integration Hub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/integrate-applications/now-assist-spokes.md).

</td></tr><tr><td>

AI Control Tower

</td><td>

No data on the Evaluations tab

</td><td>

Verify that the Conversation Evaluator \[sn\_na\_conv\_eval\] plugin is active. Also verify that the Smooth Flowing Conversation Chat Eval skill is active in the AI Admin Hub console. \(This skill may appear in the Platform workflow or in the Other workflow, depending on your instance.\)

</td></tr><tr><td>

AI Search

</td><td>

External content isn't included in search results

</td><td>

You can use External Content Connectors to include other sources in your search results. For details, see [External Content Connectors](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/ext-cont-connectors-landing-page.md).

</td></tr><tr><td>

AI Search

</td><td>

ServiceNow Otto for AI Search Genius results don't appear

</td><td>

1.  Verify that AI Search and ServiceNow Otto for AI Search are installed and configured.
2.  To use Q&amp;A Genius Results in AI Search applications, link the Q&amp;A Genius Result configuration to your search profiles for those applications. For details, see [Link a Genius Result configuration to a search profile](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/link-gr-search-profile-ais.md).
3.  Verify that all AI and ServiceNow Otto plugins are up to date. For details, see [Install an update to a ServiceNow Store application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_InstallUpdates.md).
4.  Try repairing the plugins.

</td></tr><tr><td>

AI setup

</td><td>

Errors after clone

</td><td>

Try repairing affected plugins. For details, see [Repair a ServiceNow application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/repair-app.md).

</td></tr><tr><td>

AI setup

</td><td>

The Q&amp;A results skill is not in the AI Admin Hub

</td><td>

Set up AI Search. For details, see [Configuring AI Search](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/configuring-ais.md).

</td></tr><tr><td>

AI setup

</td><td>

Features/skills are missing or generally not working

</td><td>

-   Verify that all AI and ServiceNow Otto plugins are up to date. For details, see [Install an update to a ServiceNow Store application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_InstallUpdates.md).
-   Verify that version and dependency requirements are met. For details, see [Evaluating version requirements and dependencies](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/versions-dependencies.md).
-   For skills, verify that they are active in the AI Admin Hub. For details, see [Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/configure-a-now-assist-skill.md).
-   Verify that the user has the correct role for the skill.
-   Try clearing the cookies and cache in the web browser.
-   Try repairing Generative AI Controller. For details, see [Repair a ServiceNow application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/repair-app.md).

</td></tr><tr><td>

AI setup

</td><td>

Can't edit a skill

</td><td>

Verify that you have the AI Admin Hub role: sn\_nowassist\_admin.nsa\_admin.

 You can edit a skill or make a copy of a skill to edit. For details, see [Edit an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/edit-a-now-assist-skill.md) and [Make a copy of an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/make-a-copy-of-a-now-assist-skill.md).

</td></tr><tr><td>

AI setup

</td><td>

Missing entries, fields, and errors

</td><td>

-   Verify that all AI and ServiceNow Otto plugins are up to date. For details, see [Install an update to a ServiceNow Store application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_InstallUpdates.md).
-   Try repairing the application. For details, see [Repair a ServiceNow application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/repair-app.md).
-   Try repairing Generative AI Controller. For details, see [Repair a ServiceNow application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/repair-app.md).

</td></tr><tr><td>

AI setup

</td><td>

Problems upgrading AI and ServiceNow Otto applications

</td><td>

-   Verify that you have a license for the application.
-   If the application was not previously installed, request it from the [ServiceNow Store](https://store.servicenow.com/store) \(Opt In\).
-   If the application was previously installed, you may need to procure it from the [ServiceNow Store](https://store.servicenow.com/store) again. For details, see [Updating applications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/updating-apps-app-manager.md).

</td></tr><tr><td>

AI setup

</td><td>

Skills not working in Legacy Agent Workspace

</td><td>

Generative AI skills are not available in Legacy Workspace. Upgrade to Service Operations Workspace to use skills.

</td></tr><tr><td>

AI Skill Kit

</td><td>

AI Skill Kit is not visible on my instance

</td><td>

-   Verify that you have at least one AI or ServiceNow Otto product installed. For details, see [Install plugins for ServiceNow Otto](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/install-now-assist-feature-plugins.md).
-   Verify that the sn\_skill\_builder.admin role is assigned to the user.

</td></tr><tr><td>

AI Skill Kit

</td><td>

Skills are read-only

</td><td>

Verify that the sn\_skill\_builder.admin role is assigned to the user.

</td></tr><tr><td>

Knowledge generation

</td><td>

I can't generate a knowledge article

</td><td>

1.  Verify that ServiceNow Otto for Knowledge Management is installed and configured.
2.  Verify that all AI and ServiceNow Otto plugins are up to date. For details, see [Install an update to a ServiceNow Store application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_InstallUpdates.md).
3.  Verify that the knowledge generation skill is activated. For details, see [Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/configure-a-now-assist-skill.md).
4.  Try repairing the plugins.

</td></tr><tr><td>

Knowledge generation

</td><td>

The KB generation popup doesn't appear in Core UI

</td><td>

ServiceNow Otto for Knowledge Management formatters may be missing from the form layout, possibly due to form customizations. For details, see [KB1710178](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1710178).

</td></tr><tr><td>

ServiceNow Otto for Code

</td><td>

Don't see code suggestions

</td><td>

-   Verify that the skill is active. For details, see [Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/configure-a-now-assist-skill.md).
-   Verify that the user has the appropriate role. Any authenticated builder can use the related active skill.
-   Verify that autocomplete is enabled. For details, see [Generate code with autocomplete](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/api-reference/scripts/generate-code-with-autocomplete.md).

</td></tr><tr><td>

ServiceNow Otto for Creator

</td><td>

Skills not available or not working

</td><td>

-   Verify that the skill is active in AI Admin Hub.
-   Verify that the user has the appropriate role. Any authenticated builder can use the related active skill.

</td></tr><tr><td>

ServiceNow Otto panel

</td><td>

Can't access skills in the ServiceNow Otto panel

</td><td>

-   Verify that the skill is configured to display in the ServiceNow Otto panel. For details, see [Edit an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/edit-a-now-assist-skill.md).
-   If you're using ServiceNow Otto for Virtual Agent, verify that search sources were configured for the ServiceNow Otto panel. You can specify search sources for a ServiceNow Otto panel assistant when you set it up. Search sources are essential for the panel and Virtual Agent. Without them, they cannot discover or rank skills and agentic workflows. For details, see [Configuring assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md) and [Assign search sources to a chat assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/add-info-sources-assistant.md).

If ServiceNow Otto for Virtual Agent is not installed, the ServiceNow Otto panel uses default search sources.


</td></tr><tr><td>

ServiceNow Otto panel

</td><td>

Some users don't get a response to a question

</td><td>

Many generative AI skills require specific user roles. Verify that there are active skills with the user's role. For details, see [Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/configure-a-now-assist-skill.md).

</td></tr><tr><td>

ServiceNow Otto panel

</td><td>

I don't want skills to be available in ServiceNow Otto panel

</td><td>

Disable the ServiceNow Otto panel when you configure the skill. For details, see [Edit an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/edit-a-now-assist-skill.md).

</td></tr><tr><td>

ServiceNow Otto panel

</td><td>

Options for ServiceNow Otto panel are grayed out in AI Admin Hub

</td><td>

The sn\_nowassist\_admin.user role provides read-only access only. To make configuration changes, the user must have the sn\_nowassist\_admin.nsa\_admin role.

</td></tr><tr><td>

ServiceNow Otto for Virtual Agent

</td><td>

Topic not returning as expected

</td><td>

-   Verify that the Virtual Agent topic is in the Active state and is published. For details, see [Publish a Virtual Agent topic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/publish-virtual-agent-topic.md).
-   Verify that the topics are using LLM topic discovery. NLU/keyword topics cannot be used in a portal that is using ServiceNow Otto for Virtual Agent. You can migrate NLU/keyword topics to LLM, however. For details, see [Migrating NLU/keyword Virtual Agent topics to LLM topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/llm-topic-migration.md).

</td></tr><tr><td>

ServiceNow Otto for Virtual Agent

</td><td>

Can't add topics to the portal

</td><td>

Verify that the topics are using LLM topic discovery. NLU/keyword topics cannot be added to a portal that is using ServiceNow Otto for Virtual Agent. You can migrate these topics to LLM, however. For details, see [Migrating NLU/keyword Virtual Agent topics to LLM topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/llm-topic-migration.md).

</td></tr><tr><td>

ServiceNow Otto for Virtual Agent

</td><td>

Configuration issues

</td><td>

1.  Verify that the plugin is up to date. For details, see [Install an update to a ServiceNow Store application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_InstallUpdates.md).
2.  Follow the guided setup to install and configure it. For details, see [Configuring assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

</td></tr><tr><td>

ServiceNow Otto for Virtual Agent

</td><td>

Unable to choose fallback options in setup

</td><td>

If you're using a custom fallback topic, this option may be unavailable in guided setup. For details, see [KB1760362: Now Assist Chat Setup Not Allowing to Set Fallback Option](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1760362). You may need to log in to view the article.

</td></tr><tr><td>

ServiceNow Otto for Virtual Agent

</td><td>

Chat is not showing search results

</td><td>

-   Verify that all of your AI or ServiceNow Otto plugins are up to date. For details, see [Install an update to a ServiceNow Store application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_InstallUpdates.md).
-   Verify that AI Search and ServiceNow Otto for AI Search are set up and configured. For details, see [Configuring AI Search](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/configuring-ais.md) and [Install ServiceNow Otto for AI Search](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/install-now-assist-ais.md).
-   Verify that search sources were configured for the Virtual Agent assistant. You can specify search sources for an assistant when you set it up. Search sources are essential for Virtual Agent and the ServiceNow Otto panel. Without them, they cannot discover or rank skills and agentic workflows. For details, see [Configuring assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md) and [Assign search sources to a chat assistant](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/add-info-sources-assistant.md).

</td></tr><tr><td>

ServiceNow Otto for Virtual Agent

</td><td>

Error when attempting to migrate Virtual Agent NLU conversations to LLM

</td><td>

Verify that you have the correct role, either virtual\_agent\_admin or sn\_vad\_genai.topic\_migration\_admin. For more information, see [Migrate NLU topics to LLM topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/migrate-nlu-llm.md).

</td></tr></tbody>
</table>