As part of the Now Assist ITSM plugin upgrade, should we complete the newly added configuration options within the assistant configuration page Issue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } After upgrading the Now Assist ITSM plugin, configuration pages for VA Assistant show as incomplete in our instances due to newly added settings/options. The configurations show as incomplete without new options, and configurations remain complete with old options. Should these new configurations be completed post-deployment, and is the "incomplete" status expected? Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Yokohama, Zurich Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The incomplete status is intentional and by design. The Now Assist Admin Console flags newly available configuration options as 'not configured' to surface new capabilities and encourage review after upgrades, even if the options are optional or associated features are not enabled. You are not required to complete the newly added configuration options just because the page shows "Incomplete", and this does not block existing functionality. After upgrading Now Assist for ITSM (plugin, store app, or patch):- New assistant‑level configuration options are introduced- These options are surfaced in the Assistant configuration pages- The admin UI evaluates:1) All available configuration sections2) Not just the ones required for your currently‑enabled featuresAs a result:- DEV / TEST (newer plugin versions) show "Incomplete"- PROD (older plugin) still shows "Complete"- UAT may appear incomplete due to partial enablement or legacy stateThis behavior is consistent with how the Now Assist Admin Console tracks configuration completeness after upgrades, as described in internal guidance and plugin best‑practice documentation:Now Assist Plugin Update Best Practiceshttps://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2135629The completion status is advisory, not a hard requirement, specifically:- The UI flags newly available options as "not configured"- Even if:1) The options are optional2) The associated features are not enabled3) Your existing skills are already active and workingThis is by design and intended to:- Surface new capabilities- Encourage review after upgrades- Avoid silently enabling new AI behaviorsThese incomplete pages do not affect the functionality, unless all of the following are true:- You intend to use the new capability- That capability requires assistant‑level configuration- The skill is explicitly enabledIf you are:- Using the same Now Assist features as before- Not enabling newly added skills or experiencesYou can safely leave the new sections unconfigured.Should these pages ever show "Incomplete"? --> Yes — and this is intentional.The completion indicator answers:"Are all possible assistant‑level features configured?"Not:"Is my current setup broken?"This distinction is subtle but important. What you should do post‑upgrade (recommended):a) Required- Verify existing Now Assist skills still function (which you've already done)b) Optional / best practice- Review new options only if you plan to use the new capability. Treat the "Incomplete" label as informationalc) Not required- You do not need to complete new sections just to clear the status- You do not need to align your instances immediately- You should not enable options "just to make it green" Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } 1. Verify that existing Now Assist skills still function as expected post-upgrade. 2. Review new configuration options only if planning to use the new capabilities. 3. Treat the 'Incomplete' label as informational; it does not require completion unless explicitly enabling new features. 4. Do not align DEV/TEST/UAT/PROD configurations immediately unless required for specific use cases.