I've been experimenting with ServiceNow's NowAssist capabilities lately and decided to have a little fun with the resolution summarisation. By now everyone should be familiar with this feature that will get the details of any ticket, e.g IT Incident, Customer Service Case or HR Case and then summarise the steps taken to resolve it. The outcome being better communication to users and improved efficiency for the agents looking back at historical tickets.
So a support agent's note in an Incident such as this;
"Customer reported their website was down. Tried to go there myself, no response. Tried to ping it, no response. Checked their DNS, it was ok. Decide to just reboot the web server and it worked."
will get summarised into something like this.....
"The customer reported that their website was down. The technician confirmed the issue by attempting to access the site and ping the server, both of which were unresponsive. A DNS check showed no issues. The technician then rebooted the web server, which successfully restored functionality."
Much better. Now I noticed that ServiceNow has options to rephrase the summarisation between formal and sympathetic tones and this got me thinking. Facebook used to have a 'Pirate talk' translation. What if we had a StarTrek option for IT Incidents. Wouldn't that be at the very least entertaining. So, I bring to you, Incident Summarisation 'Star Trek' style.
"The customer initiated a priority alert regarding a critical website malfunction. Upon engaging diagnostic protocols, the technician attempted a direct access maneuver, but the system remained unresponsive. A secondary ping transmission yielded no telemetry, suggesting a systemic failure. A level-one diagnostic scan of the DNS subsystem returned nominal readings, eliminating a routing anomaly as the source of the disturbance. With alternative solutions proving ineffective, the technician executed a controlled system-wide reboot of the web server’s core processes. This action successfully reinitialized operational parameters, restoring full website functionality. Crisis averted."
