Now Assist Generate resolution notes (ITSM) displaying JSON

[GM5]

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?

[GlideFather]

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

[GM5]

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

[Tanushree Maiti]

Hi @GM5 

Refer this article: Fix those Resolution Notes - an Agent to improve the Resolution experience for your customers

[GM5]

They’re opening a ticket. We’ve put too much money into this for it not to work on day one. Recreating a feature we already paid for isn't the right move.

Thanks for the suggestion