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

[Kailash Bhange]

Hi @saireddycon,

Adding to the replies above: this is expected behaviour, not a misconfiguration. The HRSD docs (Xanadu onwards) list the states where the summary is shown (Draft/Ready, Work in progress, Awaiting acceptance/approval, Closed complete/incomplete) and say it isn't visible for Canceled or Suspended. So there's no OOB toggle for it.

If the business really needs it for Suspended cases, the supported route is Now Assist Skill Kit (NASK):

1. Option A - clone the OOB skill
- In Now Assist Admin, clone the HR Case Summarization skill first (start from the Admin console, then do your changes in the Skill Kit - people have reported the clone not being picked up when they did it the other way round).
- In NASK you can change the prompt, the LLM and the usage conditions of a cloned OOB skill. Adjust the conditions to include Suspended.
- Activate the clone, deactivate the OOB one, and test on a suspended case.
- If the Summarize button in the workspace still hides it for Suspended, the state check isn't in the skill and you'll need option B.

2. Option B - custom skill
- Create a new skill in NASK on sn_hr_core_case with the inputs you need (short description, description, comments, work notes, plus the suspension reason if that matters).
- Deploy it as a UI action (NASK can generate it) with a condition that includes Suspended, or add it to the Now Assist context menu.

Things to check before you go down this path:
- NASK needs an active Now Assist license, the sn_skill_builder.admin role and Xanadu or later. NASK plugin 3.0.1+ is needed to edit OOB skills. It isn't available on a PDI, so test in a sub-prod.
- Custom/cloned skills consume Assists, so confirm with your account team.
- Don't edit the OOB skill or its UI action in place, or the change will be overwritten on upgrade.

If this helps, please mark it helpful or accept it as the solution.