Install and configure Incident Summarization for Now Assist for ITSM in 5 minutes (or less!)

[brianlam]

Outcomes: Learn how to enable and start using Incident Summarization for Now Assist for ITSM.

Required Applications, Plugins, and Versions

• Now Assist for ITSM
• Service Operations Workspace (version 3.1 or later)

Install and configure Incident Summarization

Watch our Implement in 15 minutes video OR follow the steps below!

1. Install the Now Assist for ITSM plugin and activate Now Assist Panel
2. Navigate to Now Assist Admin > Overview
3. Select Now Assist Features, then select the Technology tab, and then select view details under Incident card.
4. Select activate skill under Incident Summarization
   1. 'General details' screen appears (nothing can be edited here). Select 'Save and continue' 
   2. 'Choose input' screen appears. There are four input templates. The 'New' template cannot be edited.  The 'Work in Progress,' 'Resolved,' and 'Closed' templates can be edited in the third part of the template. Edit to add rule conditions to additional data sources. When finished, select ‘Save and continue'
   3. In 'Customize Prompt' edit the prompt by adding new sections as needed for each template. Review and test the prompt. Select 'Save and continue'
   4. In 'Define Availability' choose whether the 'skill is always available' or specify a 'custom skill availability.' Then select 'Save and continue'
   5.  In ‘Select display’, there are options to display in-product and/or in Now Assist panel. Toggle the display in-product and the Now Assist panel. Select the dropdown and note the ability to update ‘who can access resolution notes from the Now Assist panel’. Select 'Save and continue'
   6. Review the details and select Activate
5. Incident Summarization is now ready to use

[Dinesh61]

Hi @brianlam can we implement in ServiceNow portal widget?if yes How?

[Vivek Verma]

I have updated the skill and attachment data source under the inputs for Now Assist for ITSM. Does ServiceNow extract the content from attachments before sending it to NOWLLM? If so, could someone please share the relevant documentation for this?