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A Neo Agent tab in the record’s side panel opens the same Neo panel your technicians see on the classic form, next to the ticket. A ServiceNow admin adds it once, for all technicians.

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Before you start

  • The Neo panel is on your ServiceNow forms, added by Neo or with the Update Set. See Set up the Neo panel in ServiceNow.
  • You are a ServiceNow admin and can elevate to the security_admin role.
  • The Update Set was built on Service Operations Workspace 8.5. If the preview reports problems on your version, contact Neo support.

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Add the tab

1

Download the SOW tab Update Set

In the Neo dashboard, go to Integrations → ServiceNow → Neo in ServiceNow. In step 2, click Download the SOW tab Update Set. The file is the same for every account and holds no secret.
2

Elevate to security_admin

In ServiceNow, open the user menu (top right) → Elevate role, tick security_admin, and click Update. The file holds an access rule, and ServiceNow skips that rule at commit without this role.
3

Import the file

Go to System Update Sets → Retrieved Update Sets → Import Update Set from XML. Choose the file and click Upload.
4

Preview it

Open the Neo Agent SOW tab update set and click Preview Update Set. Click Close when the preview finishes.
5

Accept remote updates, if the preview lists problems

On an instance that had the tab before, the preview can list problems that say Found a local update that is newer than this one. Open the problems list, tick all of them, and choose Accept remote update.
6

Commit it

Click Commit Update Set.
7

Check the tab

Open an incident in Service Operations Workspace and open the side panel on the right. Click the Neo Agent tab (the Neo logo). The Neo panel opens.

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Good to know

  • In Service Operations Workspace, the panel session ends after 30 minutes and the panel says Your Neo session ended. Reload the record to open it again.
  • The tab follows the same rules as the panel on the form. See What each technician sees.

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Troubleshooting

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Remove the tab

1

Elevate to security_admin

Open the user menu → Elevate role, tick security_admin, and click Update.
2

Back out the update set

Go to System Update Sets → Local Update Sets and open Neo Agent SOW tab. Click Back Out, and resolve any problems ServiceNow lists.
The panel on your forms stays. To add the tab again later, import a new download: ServiceNow can report preview problems when you commit an update set again after a back out.