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Create or update a record in an instance by using ServiceNow AI Lens

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Create or update a record in an instance by using ServiceNow AI Lens

Create or update a record in the ServiceNow instance by auto-filling the form fields with data that ServiceNow AI Lens extracts from screens and files.

Before you begin

To access the ServiceNow AI Lens functionality, perform the following steps:

Note:

  • To use ServiceNow AI Lens from your browser, turn on the ServiceNow AI Lens skill.

  • For the full range of ServiceNow AI Lens capabilities, turn on the ServiceNow AI Lens skill, and download and install the desktop application.

Verify that ServiceNow AI Lens has access to record the screen on your system. For more information, see Providing permission to ServiceNow AI Lens.

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.

Role required: lens_user

About this task

You can create a record in the ServiceNow instance in two ways:

  • From your browser: Capture a screen or upload files directly from your browser, and let ServiceNow AI Lens analyze the contents and auto-fill the form fields — no download or installation required. For more information, see Using the Lens browser app.

    Note:

    • The screen capture experience may vary depending on the browser that you use.

      Tip: For the best experience, use ServiceNow AI Lens on any Chromium-based browser.

    • The browser-based experience supports single-screen capture. To capture multiple screens, Use ServiceNow AI Lens from the desktop application.

  • From the desktop app: Use the ServiceNow AI Lens desktop app for the full range of capture and analysis capabilities, such as multi-image capture, auto-map Excel column headers with ServiceNow table fields, and file uploads. For more information, see Using the Lens desktop app.

Procedure

  1. In your instance, navigate to the list view of any table, for example, Incidents.

  2. Select Create with Lens or Update with Lens.

    [Omitted image "luanch-from-sn-instance.png"] Alt text: Create with Lens button on the ServiceNow form view.

    [Omitted image "lens-update-with-lens-button.png"] Alt text: Update with Lens button.

    Note:

    • If pop-up is blocked, ServiceNow AI Lens screen may not open. Confirm that you've already allowed pop-ups from your browser settings.

    • On non-production instances, you can control on which tables the Create with Lens and Update with Lens buttons appear using the following system properties:

      • sn_app_lens_core.show_lens_action_on_all_tables: Set to true to show the Create with Lens and Update with Lens buttons on all tables. Set to false to show it only on specific tables. Default is true.

      • sn_app_lens_core.lens_inclusion_table_list: Enter the names of the tables as comma-separated values where you want the Create with Lens and Update with Lens buttons to appear. Use this property only when the sn_app_lens_core.show_lens_action_on_all_tables property is set to false.

      • sn_app_lens_core.lens_exclusion_table_list: Enter the names of the tables as comma-separated values where you want to hide the Create with Lens and Update with Lens buttons, regardless of how thesn_app_lens_core.lens_inclusion_table_list property is set.

    • On non-production instances, the Create with Lens and Update with Lens buttons may appear even if the ServiceNow AI Lens skill is not activated. If you select the button, an error occurs. You can activate the skill or hide the button by entering the name of the table in the sn_app_lens_core.lens_inclusion_table_list property

    • On production instances, the Create with Lens and Update with Lens buttons are visible only when the ServiceNow AI Lens skill is active and the user has the lens_user role. To hide the buttons on all tables, set sn_app_lens_core.show_lens_action_on_all_tables to false and leavesn_app_lens_core.lens_inclusion_table_list empty.

  3. Create or update a record in the ServiceNow instance by performing any of the following methods.

Related topics

Supporting information for ServiceNow AI Lens

ServiceNow AI Lens limitations

Extract and analyze data with ServiceNow AI Lens desktop app

Using the Lens browser app

Capture a screen or upload files directly from your browser, and let ServiceNow AI Lens analyze the contents and auto-fill the form fields — no download or installation required.

Before you begin

Important: Confirm that Browser is selected as a default preference in the Downloads and Preferences page. To view the steps, see Set AI Lens to launch with the desktop app

Role required: lens_user

About this task

When you select Create with Lens or Update with Lens for a form, the ServiceNow AI Lens browser app opens in a new browser window.

Note:

  • The screen capture experience may vary depending on the browser that you use.

    Tip: For the best experience, use ServiceNow AI Lens on any Chromium-based browser.

  • The browser-based experience supports single-screen capture. To capture multiple screens, Use ServiceNow AI Lens from the desktop application.

Procedure

  1. Select one of the following methods.

    [Omitted image "lens-capture-screen-button.png"] Alt text: Capture screen button for the browser-based experience.

    • Capture screen

      1. Select Capture screen.

      2. Select the screen that you want to capture, and then select Share.

        Note:

        • The screen capture options depend on your browser.

        • For illustration purpose, the following steps show the capturing of an Outlook email screen from Chrome tab. [Omitted image "lens-select-capture-element.png"] Alt text: Browser dialog to select a screen to capture.

        ServiceNow AI Lens shows the captured Outlook email screen that it will analyze.

        [Omitted image "lens-image-captured.png"] Alt text: Image captured

      3. (Optional). To specify the area of the captured screen that you want ServiceNow AI Lens to analyze, select Crop, and then use the crop handles.

      4. Select Confirm.

      5. (Optional). Perform the following steps:

        • Select Re-capture to discard the current capture and capture a new screen.

        • Select Revert to original to undo the crop and restore the full captured image.

        • Select Crop to further refine your selection by cropping the already cropped screen.

    • Upload

      1. Select Upload.

      2. Perform any one of the following file upload methods.

        • Upload one or more files by selecting the +Add file option.

        • Upload one or more files by dragging the selected files to the Drag and drop files section and then select Upload all. [Omitted image "lens-browser-upload-file-window.png"] Alt text: File upload window.

        Note:

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

        • To remove a file that you attached, select the Remove file icon [Omitted image "lens-delete-attached-file-icon.png"] Alt text:.

        • To rename the file that you attached, select the More options icon [Omitted image "lens-three-dots-icon.png"] Alt text:, and then select Rename.

      3. Select Next.

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

        [Omitted image "lens-preview-uploaded-files.png"] Alt text: Preview of uploaded files.

  2. To guide ServiceNow AI Lens in extracting the information you need from the uploaded files, enter specific instructions in the Additional instructions field.

    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.

  3. To let ServiceNow AI Lens analyze the captured screen, select Analyze.

    The form is auto-filled.

    [Omitted image "lens-notification-form-fill.png"] Alt text: Form is auto-filled.

  4. In the ServiceNow instance, review the text that is auto-filled by AI into your record.

    The fields that are auto-filled by AI are highlighted with the Sparkle icon [Omitted image “icon-ai-sparkle.png”] Alt text: AI sparkle icon.

    [Omitted image “lens-form-autofilled.png”] Alt text: Incident form auto-filled.

    Only the fields that are supported by ServiceNow AI Lens get auto-populated with the extracted data. If you don’t have any supported fields in your form, then ServiceNow AI Lens won’t update the record. For more information about the supported fields, see Field types supported.

Option Action **If the auto-filled text looks good** Save the record by selecting **Save**. **If the auto-filled text requires changes** Do one of the following actions:- Manually adjust the information in the fields and save the record. - In the ServiceNow AI Lens window, provide different instructions or take more screenshots and select **Analyze** so that ServiceNow AI Lens can extract, comprehend the data again, and auto-fill the data into the record. Save the record by selecting **Save**. You can analyze the artifacts as many times as needed without reloading the form.

Using the Lens desktop app

Use the ServiceNow AI Lens desktop app for the full range of capture and analysis capabilities, such as multi-image capture, auto-map Excel column headers with ServiceNow table fields, and file uploads.

Before you begin

Important: Confirm that Desktop app is selected as a default preference in the Downloads and Preferences page. To view the steps, see Set AI Lens to launch with the desktop app

Role required: lens_user

About this task

When you select Create with Lens or Update with Lens for a form, the ServiceNow AI Lens desktop app is launched.

Procedure

  1. In the ServiceNow AI Lens.app dialog box, select Open ServiceNow AI Lens.app.

    Note:

    • This confirmation dialog appears when you select Create with Lens or Update with Lens for the first time. You can make this a one-time step by selecting Always open <instance-name.service-now.com> links of this type in the associated app before selecting Open ServiceNow AI Lens.app.

    • 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.

  2. On the onboarding journey widget, complete the onboarding and select Got it.

    [Omitted image "onboarding-widget-lens.png"] Alt text: Onboarding journey widget with three pages to show you the highlights of the application.

  3. Use one of the following methods to extract data from documents.

    Note: A document can be an image, a scanned handwritten note, web page, Excel sheet, or a Microsoft Word document.

    • Capture screen

      1. On your system, open one or more documents that you want to scan.

      2. Auto-fill the form on the instance with data extracted from a single screenshot.

        1. Place the ServiceNow AI Lens scanner window on top of the document.

        2. Resize the ServiceNow AI Lens scanner window by dragging its borders.

        3. Place the ServiceNow AI Lens scanner window on top of the document.

        4. Resize the ServiceNow AI Lens scanner window by dragging its borders.

      3. (Optional) Auto-fill the form on the instance with data extracted from multiple screenshots.

        1. Select the Multi-capture button [Omitted image "multi-capture-icon.png"] Alt text: Multi-capture icon.

        2. Select the Capture icon [Omitted image "capture-icon.png"] Alt text:.

        3. Place the ServiceNow AI Lensscannerwindow over another document or page and then select the Capture icon [Omitted image "capture-icon.png"] Alt text:.

        4. Repeat the step to capture more screenshots, if required.

        5. Select the Multi-capture button [Omitted image "multi-capture-icon.png"] Alt text: Multi-capture icon.

        6. Select the Capture icon [Omitted image "capture-icon.png"] Alt text:.

        7. Place the ServiceNow AI Lensscannerwindow over another document or page and then select the Capture icon [Omitted image "capture-icon.png"] Alt text:.

        8. Repeat the step to capture more screenshots, if required.

          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, verify that the following system properties are set exactly as shown:

            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.

        9. To complete the capture, select the Done icon [Omitted image "lens-capture-done-icon.png"] Alt text:.

    • Upload

      1. Select Upload.

        Note:

        • 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 [Omitted image "lens-file-attch-remove.png"] Alt text:.

      2. Perform any one of the following file upload methods.

        • Upload one or more files by selecting the +Add file option.

        • Upload one or more files by dragging the selected files to the Drag and drop files section and then select Upload all. [Omitted image "lens-browser-upload-file-window.png"] Alt text: File upload window.

        Note:

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

        • To remove a file that you attached, select the Remove file icon [Omitted image "lens-delete-attached-file-icon.png"] Alt text:.

        • To rename the file that you attached, select the More options icon [Omitted image "lens-three-dots-icon.png"] Alt text:, and then select Rename.

      3. Select Next.

        The ServiceNow AI Lens preview window displays the files that you've uploaded[Omitted image "lens-prev-window-instructions.png"] Alt text: Provide instructions after capturing screenshots or uploading files

        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 Remove file icon [Omitted image "lens-file-attch-remove.png"] Alt text:.

        • 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.

  4. To guide ServiceNow AI Lens in extracting the information you need from the uploaded files, enter specific instructions in the Additional instructions field.

    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.

  5. To let ServiceNow AI Lens analyze the captured screen, select Analyze.

    The form is auto-filled.

    [Omitted image "lens-form-filled-instance.png"] Alt text: Form is filled with extracted data.

  6. In the ServiceNow instance, review the text that is auto-filled by AI into your record.

    The fields that are auto-filled by AI are highlighted with the Sparkle icon [Omitted image “icon-ai-sparkle.png”] Alt text: AI sparkle icon.

    [Omitted image “lens-form-autofilled.png”] Alt text: Incident form auto-filled.

    Only the fields that are supported by ServiceNow AI Lens get auto-populated with the extracted data. If you don’t have any supported fields in your form, then ServiceNow AI Lens won’t update the record. For more information about the supported fields, see Field types supported.

Option Action **If the auto-filled text looks good** Save the record by selecting **Save**. **If the auto-filled text requires changes** Do one of the following actions:- Manually adjust the information in the fields and save the record. - In the ServiceNow AI Lens window, provide different instructions or take more screenshots and select **Analyze** so that ServiceNow AI Lens can extract, comprehend the data again, and auto-fill the data into the record. Save the record by selecting **Save**. You can analyze the artifacts as many times as needed without reloading the form.

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