Now Assist ITSM's Resolution Notes Generation feature automates summary creation for resolved incidents. By extracting data from specific fields, it generates a concise summary that agents can review and edit. While this works seamlessly in standard workflows, customizations to the resolution process might require additional configurations to ensure the feature functions as intended.
We will see one such scenario here -
Adding additional fields to resolution modal pop up
By adding mandatory fields to the Resolution popup, you can significantly improve the user experience for your agents. This centralized approach allows them to complete all necessary actions without having to navigate to multiple screens, saving time and effort.
This can be achieved following below steps
1. Configuring the form layout of ui16_incident_resolve_modal form view to include such mandatory fields.
2. Make changes to 'Resolve' (21761909434d31106aa964746ab8f241) UI action to add custom field as below (say u_more_resolution_information is the custom field)
3. Make changes to OK (009e687243cd31106aa964746ab8f233) ui action as below
4. Make changes to 'Put now assist config on scratchpad' Business rule as highlighted below
Please visit the below article to go through more customisation scenarios
Now Assist for ITSM: Handling Customization Scenarios for Resolution Notes Generation.
