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

[Amit Naik1]

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!

[PradeepReddyA]

Hi @Amit Naik1 

The Description field is included in the Case Summarization feature out of the box.

To verify this:

1. Navigate to
   All → Now Assist Admin → Features
2. Under the Employee category, open HRSD
3. Open the Case Summarization feature from the available cards under case
4. Open the related prompt/template configuration
5. Check the Inputs section

You can see that the Description field is already included in the prompt template when the case state is Work in Progress.

Hope that Helps!

[Amit Naik1]

@PradeepReddyA : Thanks for the quick response, I also checked the same config is available on our instance however its not considering Description to create a summarization. Do you what could be issue. 

[PradeepReddyA]

I am not exactly sure about the root cause yet. Try duplicating the OOTB Case Summarization configuration and add a few additional fields to verify whether the summarization is working correctly with those fields.

The issue might be related to HTML-type fields or rich text content handling in the Description field.

Since this is an out-of-the-box configuration in ServiceNow, it would also be good to raise a support case with ServiceNow.

Thank you

[Amit Naik1]

thanks for the response. I will wait for some other responses as well.