Generate Resolution steps from past tickets

[singhaddy]

I need to generate resolution on virtual agent (GenAI) from past tickets. Can I do it with OOO functionalities? What would be the right way to approach it in Now Assist?

[Rahul Priyadars]

This is Not Possible OOOTB. OOTB is available for Resolution notes Creation for Active Incidents.

May i know From Gen AI Enabled VA - In what scenario you want to Generate Resolution Notes from Past Incident?

What kind of Input is expected from User when u want to Trigger this?

I see Resolution Notes From Past Incident - You have to Develop a Custom Skill Using Now Assist Skill Kit and Call that Skill in VA Topic. NASK is available from XANADU Release.

NASK FAQ- https://www.servicenow.com/community/now-assist-articles/now-assist-skill-kit-nask-faq/ta-p/3007953

Regards

RP

[Lener Pacania1]

Yes, you can also do this by using Predictive Intelligence & the GenAI Controller. I provide an example that generates a solution from looking at similar resolved incidents and feeding the resolution notes into a LLM in this article, scroll down to Fig9.