Now Assist Incident Summary When Assigning to a person

joel_reeves
Tera Contributor

an hour 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?

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3 REPLIES 3

Dr Atul - LNG
Tera Patron

an hour 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 

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joel_reeves
Tera Contributor
In response to Dr Atul - LNG

42m ago

Thank you for the feedback.

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Dr Atul - LNG
Tera Patron
In response to joel_reeves

39m ago

If you find solution please share the same @joel_reeves 

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