Analyze sentiments in Now Assist for IT Service Management (ITSM)

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Make informed decisions on incidents based on requester's sentiment and the reasoning behind it in the Now Assist for IT Service Management (ITSM) application.

    Antes de Iniciar

    Role required: itil

    Procedimento

    1. Navigate to the incident list or incident form in the Core UI or in Service Operations Workspace for ITSM.
      ToDo this
      Navigate in Core UI
      1. Go to All > Incident > All.

        The incident list view appears.Sentiment analysis Core UI list view

        You can analyze the Sentiment and Sentiment trend for the incident list.

      2. Select an incident.

        The incident form view appears.

      3. In the Sentiment field, select the information icon (Information icon) to see the reasons for the sentiment.
        Sentiment analysis Core UI form view that displays the reasons for the sentiment
        Nota:
        If the Sentiment field does not appear, you must configure the form layout. For more information, see Configuring the form layout and add the Sentiment field.
      Navigate in Service Operations Workspace for ITSM
      1. Go to Workspaces > Service Operations Workspace.
      2. Select the list icon (List icon).
      3. Go to Incidents > Open.

        The Service Operations Workspace for ITSM list view appears.Sentiment analysis incident list view

      4. Select an incident.

        The Service Operations Workspace for ITSM form view appears.

      5. Select the information icon (Information icon) to see the reasons for the sentiment.
        Sentiment analysis incident form view that displays the reasons for the sentiment
        Nota:
        If the Sentiment field does not appear, you must configure the form layout. For more information, see Configuring the form layout and add the Sentiment field.
    2. Opcional: In the Core UI or in Service Operations Workspace for ITSM list view, you can sort the incidents based on the sentiment and the sentiment trend.
    3. Opcional: Manually refresh a sentiment.
      1. In the Core UI or in Service Operations Workspace for ITSM, enter a comment in the Additional Comments field.
      2. In the Service Operations Workspace for ITSM interface, a red dot appears on the information icon (Information icon) next to the sentiment.
      3. Select the information icon (Information icon) and then select the refresh icon (Refresh icon) to see the updated sentiment and sentiment trend.