Incident and task summarization features not providing useful or actionable information

[Jyo090]

Hello All,

Incident summarization and task summarization features are not adding value. The summarization is not properly reviewing the entire incident actions performed by teams. It unnecessarily provides information such as who created the incident and what the SLA is, but does not provide correct or actionable information to help take further actions quickly.

Anyone observed this on your instances?

[jcmings]

@Jyo090 By default, the OOTB incident summarization skill pulls information from short description, description, state, priority, work notes, additional comments, and resolution notes (if resolved) [source]. Do you have data in those fields?

You can check the configuration of your skill in Now Assist Admin > Skills > ITSM > look for Incident summarization. 

Edit to add: here's a good video overview of the skill config: