I'm Forrest Falk, a ServiceNow Certified Master Architect (CMA). This is the second post in a series where I share practical insights from a CMA’s perspective and show how to build a custom skill that suggests a category based on an incident's short description and description. In each post, we will add more to our skill, covering everything from creating it to triggering it with a UI Action on a form to automating it with a flow.
Check out the previous posts in the series below:
- Creating a Custom Skill with Now Assist Skill Kit - Part 1
- Creating a Custom Skill with Now Assist Skill Kit - Part 2
- Creating a Custom Skill with Now Assist Skill Kit - Part 3
In this post we are going to pick up from part 3. We are going to focus on how can we get the category format in a way that we can easily process it with a script for future looking. My idea is that if we can get the output to output the label and value at the same time and separate the two with a colon. The output should be in the format <category label>:<category value> For example, it would look something like Inquiry / Help:inquiry. The label is “Inquiry / Help” and the database value is inquiry.
If you want to get more ideas on what formats or how to do output formatting there is a great Medium article on it here: https://medium.com/@the_manoj_desai/output-formatting-strategies-getting-exactly-what-you-want-how-y...
I want to adjust the prompt a bit to return the label and value of the category selection. In the context section I added the format that we are getting back from the getIncidentCategories tool (label:value).
In the output section I added how I want the skill to output both the label and value.
My whole prompt now looks like this:
When I rerun the test, I get:
Success! We have created a new skill that will output a category based on an Incident’s short description, description, and available categories. In my next post, I will walkthrough how to add the UI Action for an agent to click to the incident form. Future looking we can also trigger a flow to automatically set the category when assigned to a team or agent.
Continue to part 5 here: Coming soon!
