Custom Skill for task sumamrization

[Jeenet1]

Hi everyone,

I'm creating a custom skill for task summarization and would like the Summarize button to be displayed in the same way as the OOTB case/incident Summarization feature.

So far, I have:

• Created the custom skill
• Added the Now Assist context menu configuration

However, the menu option is not appearing in either the native UI or the Workspace view.

Has anyone successfully implemented this before and gotten it working? If so, could you share the steps, configuration requirements, or any troubleshooting tips that helped?

Any guidance would be greatly appreciated. Thanks!

[Ankith Sharma]

Hi @Jeenet1  

If the skill and Now Assist Context Menu configuration are already in place, check the following:

• Ensure the custom skill is Activated and Published.

• Verify the test user has access under Define Access.

• Under Select Display, make sure In-product desktop is enabled and the appropriate roles are added.

• Confirm the skill conditions match the record/table you're testing on.

• Verify the required Now Assist plugins, roles, and entitlements are active.

• For Workspace, ensure the Now Assist Context Menu component is configured for the workspace experience.

In many cases, the issue is that the skill is created but not configured for Display and Access in Now Assist Admin, so the action never appears.

Also, is this a custom table or a Task-derived table? And which release are you using?

Regards,
Ankit Sharma

[Jeenet1]

Hi Ankit, Thank you for your response.

I'm on the Zurich version and using the Incident Task table. I checked all the points you mentioned, and they all seem to be correct. In the case of the Native UI with the Embedded Now Assist Context Menu, is there any specific settings that needs to be configured to make it appear ? 

Thanks in advance.

Jeenet

[Ankith Sharma]

Hi @Jeenet1 

Since you've already verified the skill configuration, access, display settings, and context menu setup, I'd look at the table support aspect.

The OOTB Summarize action for Incident and Case relies on configurations that are tightly integrated with those experiences. In my experience, creating a custom summarization skill alone doesn't always make the action appear on related task tables such as Incident Task.

As a troubleshooting step, try associating the same skill with the Incident table and verify whether the Summarize option appears there. If it does, then the issue is likely related to how the Embedded Now Assist Context Menu handles Incident Task records rather than the skill itself.

You may also want to compare your custom configuration against the OOTB Incident Summarization setup to see if there are any table-specific mappings or eligibility conditions that are missing.

If you found this useful, feel free to mark it as Accept as Solution and Helpful. It makes my day (and helps others too 😉).

Regards,
- Ankit
LinkedIn: https://www.linkedin.com/in/sharmaankith/

[Tanushree Maiti]

Hi  @Jeenet1 

refer these docs/links:

Customize a Now Assist for IT Service Management (ITSM) Incident Summarization skill 

Configure case or incident summarization in the Now Assist Admin console 

https://www.servicenow.com/community/now-assist-forum/now-assist-incident-summarization-adding-promp...

Modifying Now Assist Record Summarization with Custom Fields

KB2344278 The "Now Assist can summarize this case button" for CSM Case Summarization is not visible ... 

KB2821601 Summarization Troubleshooting Guide 

https://www.youtube.com/watch?v=-9t4Qf5nZMw

https://www.youtube.com/watch?v=nv4ipympki8

https://www.youtube.com/watch?v=8LU2GCyjQ8E