Now Assist Incident Summary When Assigning to a person

joel_reeves · 2 hours ago

We are using Now Assist (Otto) in ServiceNow. Whenever an incident is assigned to a person, Now Assist keeps generating a summary to be added to Work Notes. The more the ticket gets reassigned, it can clutter the ticket with Work Notes. Has anyone experienced this? Is it possible to configure ServiceNow to have Now Assist create summaries only when assigning to another team instead of an individual person as well?

Dr Atul - LNG · 2 hours ago

We have encountered the same issue before, and there is currently no solution available. This is either related to displaying or generating the summary, and we cannot add any additional conditions to control this behaviour. @joel_reeves

joel_reeves · an hour ago

Thank you for the feedback.

Dr Atul - LNG · an hour ago

If you find solution please share the same @joel_reeves

sanjaygupta · 33m ago

You're not the only one facing this. The same issue has been reported by other ServiceNow users, and the replies confirm that there is currently no documented way to add a condition to trigger summaries only when the assignment group changes.

ServiceNow's documentation confirms that the Incident Summarization skill's Assign Modal trigger runs when either Assignment group or Assigned to changes.

You have two options:

Go to Now Assist Admin > Now Assist Skills > ITSM > Incident Summarization.
Open Edit > Define trigger.
Disable Assign Modal to stop automatic summaries during reassignment.

Alternatively, keep the trigger enabled if the receiving team needs the summary to understand the incident history.

A community workaround confirms that disabling this trigger stops the summary, but it does not distinguish between group and individual assignments.

References:

I'd recommend raising an enhancement request with ServiceNow for a condition that triggers summarization only on Assignment group changes.

Hope you find this helpful, if so do gives a thumbs up.