Ever wonder how to trigger GenAI Auto-summarization for incident, problem tickets, from the Flows / BRs?
Though this may not be a use case with your implementation or customer, I thought of tinkering while exploring GenAI Capabilities in ServiceNow. If you have similar requirements (such as agents are not adopting Summarization feature and you want them to use summarization when Agent change happens in the incident record or when incident is reopened by the caller), then below article may help.
Please note: using this feature will increase the Gen AI skill usage. So, use with caution.
Pre-requisite: You must have installed the store app - Platform AI Agents and Skills
1. Setup a custom Action like below. I have called my action as Generate Incident Summarization, but you can give a generic name. It takes two inputs: tableName and recordSysID.
2. Setup a script step
I have setup three outputs, but you should be good with just one, which is summary_issue.
3. In the Action outputs, map the script output.
4. Test the action with few records (by passing the table name, i.e. incident and sample incident sysID) and Publish the action
5. Setup a flow to consume the action. Example: In my example, I am generating summarization when the priority changes. But this is likely not a great use case.
6. You can use "Copy code snippet" from the Flow Action Menu (...) and use the code in the BR as well. Don't forget to pass the inputs in the code (in this example: tableName and recordSysID).
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