---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Use Agent assist in Service Operations Workspace

# Use Agent assist in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Agent assist in Service Operations Workspace to find similar Universal Requests that are open and closed, Knowledge articles, Catalog items, and Pinned articles.

## Before you begin

Role required: itil, sn_uni_req.routing_agent, or admin

## Procedure

1. Navigate to AllWorkspacesService Operations Workspace.
2. From the navigation list, select List.
3. From the navigation list, select Universal RequestOpen.
4. Select the universal request from the list.
5. In Agent Assist, select the settings icon (![Agent Assist settings]()) and select your resource from the list.
   * Similar Closed Universal Request: To display all similar Universal Requests that are closed.
   * Universal Request: To display all similar Universal Requests that are available.
   * Knowledge and Catalog: To display all related knowledge articles and catalog items.
   * Knowledge Articles: To display all related knowledge articles.
   * Catalog Items: To display all related catalog items.
   * Pinned articles: To display all related pinned articles.
   {#agent-assist-ur-sow__choices_psp_zgh_3mb}
{#agent-assist-ur-sow__steps_jkm_ck4_11c}

*[\>]: and then