HRSD Now Assist Case Summarization not considering HR Case Description field data

Hi Community,

We are currently facing an issue with the Now Assist – Case Summarization capability in ServiceNow HR Service Delivery.

Issue Description

When an HR Case is in Work in Progress (WIP) state or any state and HR agents use the Case Summarization feature, the generated summary does not consider the content available in the Description field of the HR Case.

At the moment, the summarization appears to include only activity/work notes/conversation-related information, while important details entered in the Description field are being ignored.

Current Configuration

• Using OOTB (Out-of-the-Box) configuration for Now Assist capabilities

• No custom prompt or custom summarization configuration implemented

• Issue observed consistently across HR cases

Expected Behavior

The generated case summary should also consider:

• HR Case Description field content

• Initial request details entered by the requester

This is especially important when the ticket is in WIP state, as agents rely on the summary for quick understanding of the complete case context.

Questions

1. Is this the expected OOTB behavior for HRSD Case Summarization?

2. Does the Description field need explicit configuration/mapping to be included in summarization?

3. Has anyone implemented a customization or prompt adjustment to include Description field data in the generated summary?

Any guidance or recommendations would be appreciated.

Thank you!