Cannot activate the sidebar discussion summarization now assist skill.

[Rain Vaine]

Hello,

We just encountered a weird scenario regarding the sidebar discussion summarization now assist skill. 

To give a brief background, we activated that OOB skill last may 2025 and we were able to activate it with no problem. We also have a subscription for now assist for itsm.

This month, we noticed that sidebar discussion summarization skill were suddenly deactivated. We didn't do anything on the deactivation so we are also not sure on why it got deactivated. Did anybody of you encounter a similar scenario?

When we tried to re-Activate it, it's not working. After following the steps here (https://www.servicenow.com/community/itsm-articles/install-and-configure-sidebar-chat-summarization-...)
and clicking save, the sidebar discussion summarization skill is still not activated. We also noticed that it has a wording "draft"

Regards,
Raine

[rpriyadarshy · Accepted solution]

Hi Raine

Is there was any Upgrade in Recent Times ?

There is a known issue where the "Sidebar discussion summarization" skill cannot be activated after upgrading the Now Assist for ITSM Store App due to duplicate records in the "Now Assist Skill Config Status" table. The workaround is to delete the duplicate record that was created in the "Global" Application Scope before the upgrade. Only the record created in the "Now Assist for IT Service Management (ITSM)" Scope should remain:

• For "Sidebar discussion summarization", the correct record SysID to keep is: fc8dd81a2b97aa10c4fafd49f291bf9e.
• Delete any other duplicate records for this skill in the "Global" scope.

Also Giving you URL for Detailed KB . It Seems its a Know Issue and ServiceNow is Working on a Permanent Fix. There is a Problem Record Also Created for this Issue - PRB1954866

Unable to activate "Chat reply recommendation" and "Sidebar discussion summarization" Skills after u...

Regards

RP