HRSD Now Assist Case Summarization not considering HR Case Description field data
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
yesterday
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
Is this the expected OOTB behavior for HRSD Case Summarization?
Does the Description field need explicit configuration/mapping to be included in summarization?
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!
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12m ago
Hi @Amit Naik1
The Description field is included in the Case Summarization feature out of the box.
To verify this:
- Navigate to
All → Now Assist Admin → Features - Under the Employee category, open HRSD
- Open the Case Summarization feature from the available cards under case
- Open the related prompt/template configuration
- 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!
