Chat Summarization Not Working in Now Assist ITSM/CSM

[kanakoA]

We are currently experiencing an issue with the chat summarization feature in Now Assist for ITSM/CSM.

When attempting to summarize a chat, the following messages appear and the feature does not work:

"Chat summaries won’t appear until your IT administrator completes all the required steps involved in the setup. View setup"
→ Clicking the "View setup" link leads to a 502 Bad Gateway error page.

"There was a problem summarizing this chat. To try again, choose summarize from the quick actions menu."

This feature was working properly until May 2025.

Since then, the following changes have been made in our environment (though we are not certain these are related to the issue):

・Upgraded to the Yokohama release
・Updated several plugins

Has anyone encountered a similar issue or found a solution?

Thank you in advance for your support.

[Dr Atul G- LNG]

Hi @kanakoA 

Log a case with Now Support team.

[Hanna_G]

Hi @kanakoA 
Have you checked if the chat summarization settings are still in place after upgrade? 
Here is the documentation: Configure chat summarization and chat reply recommendation skills in the Now Assist Admin console

Generally though, any upgrade related issues like this its best bet to raise a case with ServiceNow like @Dr Atul G- LNG suggests. 

[abirakundu23]

Hi @kanakoA,
Please check plugins for "Now Assist for ITSM" and "Now Assist for CSM" and chat summarization skill activation set up.

Also please ensure Agent chat and others setup ready in  system as well. After all setup done if still face issue then raise support ticket.

Please mark helpful and correct answer if it's  worthy for you.

[abirakundu23]

Hi @kanakoA ,
Did you get a chance to check my previous response ?

Please mark helpful and correct answer if it's worthy for you.