Article on building a Now Assist Skill with OpenAI

[Likitha Patel]

Overview

With Now Assist Skills in ServiceNow, you can extend the platform’s intelligence by integrating with AI providers like OpenAI. In this example, we’ll create a skill that sends the short description and description of a case to ChatGPT, and then returns the AI-generated response back into ServiceNow.

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Prerequisites

• A ServiceNow instance with Now Assist enabled

• OpenAI Spoke installed from the ServiceNow Store

• An OpenAI API key (from your OpenAI account)

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Step 1: Install and Configure OpenAI Generative AI Spoke

1. Install the OpenAI Spoke from the ServiceNow Store.

2. Navigate to Connections & Credentials > Connection & Credential Aliases.

3. Open the OpenAI connection record.
   

4. Click Create New Connection & Credential.

5. Enter your OpenAI API key when prompted.

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Step 2: Create the Now Assist Skill

1. Go to Now Assist Skill Kit > Home.

2. Click New to create a skill.

3. Fill in the details:

   • Name: ChatGPT Support (example)

   • Default Provider: OpenAI

   • Inputs: Short Description and Description

   • Provider API: Chat Completions

4. Define your prompt clearly, mentioning:

   • The inputs being provided (short_description and description)

   • What you expect ChatGPT to return (e.g., resolution steps, a detailed summary, or classification hints)

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Step 3: Define Skill Logic

1. Send both short description and description as part of the prompt.
   Example:

   You are a ServiceNow assistant. Here is a case: Short Description: ${short_description} Description: ${description} Provide a helpful response or summary.

2. Output is sent in the form of response.
   

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Step 4: Test the Skill

1.Provide any short description and description, then click Run Test. The inputs are sent to ChatGPT, and the output is displayed according to the prompt. The image below displays the further information required from the customer to resolve case.

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Example Use Cases

• Agent Productivity: Automatically summarize long case descriptions.

• Customer Response Drafting: Suggest initial replies to customers.

• Classification Support: Assist agents in categorizing cases quickly.

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Conclusion

By combining ServiceNow Now Assist Skills with the OpenAI Spoke, you can seamlessly bring AI-driven intelligence into case management. This setup boosts agent productivity, reduces manual effort, and delivers smarter, faster experiences directly inside the ServiceNow platform.