Hello @RamjiP611320747,
Worth knowing up front: "There was a problem generating the content, try again later" isn't unique to case summarization, it's the generic fallback message Now Assist shows whenever a skill's call to the LLM provider fails, and ServiceNow tracks the same message pattern separately for other skills like Flow Summarization. So the fact your initial summary generates fine but Elaborate throws it actually tells you something useful: the first LLM call, the summary itself, is succeeding, but the second call, the one Refine fires when you pick Elaborate or Shorten, is failing on its own. The "2/2" pagination in your third screenshot confirms it really is attempting a fresh generation rather than just re-rendering the existing text, and that second attempt is what's dying.
Since this reproduces only on the client instance and not on demo with "the same configuration," I'd work through this in order:
- Model provider status: in Now Assist Admin, open Manage model providers and confirm the model assigned to Case Summarization is active and isn't hitting a rate or token limit. That's an easy thing to overlook when moving from a demo instance with light usage to a client instance under real load.
- Plugin version parity: compare the installed versions of Now Assist for HRSD and the Now Assist Skill Kit between the two instances. Fixes to refine behavior and fixes to base summarization don't always ship in the same patch, so "same configuration" on the surface can still mean different code underneath.
- System Logs: filter for Generative AI Controller or gen ai entries around the timestamp of a failed Elaborate click. The UI message is deliberately vague, the real error, quota, invalid response, timeout, will be sitting in the log and tells you exactly which of the above is actually happening.
- License/entitlement scope: confirm the Now Assist for HRSD entitlement on the client instance matches what the demo instance is running. A narrower entitlement can silently cap certain actions without throwing a licensing-specific error.
If the logs show a clean request going out but a bad or empty response coming back, that's a backend model-response issue and worth raising with ServiceNow support directly with the exact error text and a timestamp, rather than something you can chase further from the admin console.
Thank you,
Vikram Karety
Octigo Solutions INC
