Now Assist HR Case summarization Not Available when the case is in Suspended State

[saireddycon]

Hi Everyone, 

The Now Assist Skill "Case Summarization" is not available on the Agent Workspace when the case is suspended. The skill configuration does not show any way to change this. Is there any method to make this available for the suspended state as well?

[glideFather]

ahoy @saireddycon,

i don't have activated Now Assist for HRSD but only ITSM. However what I want to share is common for both..

Go to Now Assist Admin > navigate to the Case summarisation skill and check the availability:

There might be condition to exclude the skill for Suspended state

[abirakundu23]

Hi @saireddycon  ,
Please see the following ServiceNow product documentation where HR case Summarization is not applicable  for Suspended & Canceled state of HR cases as OOB.

https://www.servicenow.com/docs/r/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-su...

https://www.servicenow.com/docs/r/zurich/employee-service-management/now-assist-for-hrsd/now-assist-...


If you want HR case Summarization for suspended case , then you can built Custom skill to achieve this requirement.

Please mark helpful & correct answer if its worthy for you.

[Juhi Poddar]

Hello @saireddycon 

Please follow the steps below to verify the availability condition configured for the Case Summarization skill:

• Navigate to Now Assist Admin → Skills.

• Under the Now Assist Skills section, select Employee → HRSD.

 

• Locate the Case Summarization skill and click Edit.

• Select Define Availability and review the configured availability conditions.

Check whether the current conditions restrict the skill's availability when a case is in the Suspended state.

Hope this helps!

Thank you,
Juhi Poddar