Now Assist Generate resolution notes (ITSM) displaying JSON

GM5
Tera Guru

6 hours ago - last edited 6 hours ago

Hello All,

 

We have enabled the Now Assist Generate resolution notes (ITSM) and we have setup the" extended tables support" option,  currently it works as planned on our extended table resolution notes are generated using activities and other fields however ONLY for extended tables we are seeing notes being generated in JSON(see attached) format we tried to edit the skill via skill editor but there's no way to add a tool or script to clean up this, any suggests?

 

GM5_1-1778098261335.png

 




GM5_0-1778098253618.png

 

 



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GlideFather
Tera Patron

6 hours ago

Ahoy @GM5,

 

do you have chance to review the prompt for this AI skill in the Now Assist Skill Kit? There should be chance to influence the output form. 

 

Is it OOTB? 

If so, then maybe you should create a case from the SUpport Portal and if custom skill, then try to adjust and retest the prompt in NASK

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Answers generated by GlideFather. Check for accuracy.

GM5
Tera Guru
In response to GlideFather

4 hours ago

olá, yeah, our customer is very picky when it comes to requesting HI support we are exhausting all possible solutions. In regards to your questions.

yes is OOTB is the Generate Resolution notes skill after initial activation you are redirected to Configure experiences and then you enable the support for extended tables.

Propmt, when I go to now assist skill kit > Skill to configure this one is impossible to edit anything so I cloned to see if I was able to but is still marked as read only. I guess this happens when you clone an OOTB skill

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