Issue with Resolution Notes Generation -HRSD and Custom Field Update in Now Assist

[Amit Naik1]

Hello everyone,

We are currently facing an issue with the Now Assist case resolution notes generation in HRSD and would appreciate some suggestions.

Use Case:
As an HR Agent, during the ticket closing process, when AI-generated resolution notes are created and added to the activity stream, we would like the same AI-generated resolution notes to also be automatically populated in the “Close Notes” field.

In our setup, the OOTB Close Notes field is hidden, and we are using a custom “Close Notes” field (HTML type) on the HR Case.

However, we do not see any option to edit or customize the script used by the Now Assist resolution notes generation.

Is there any way to achieve this requirement or configure Now Assist so that the generated resolution notes can also be written into our custom Close Notes field?

Any guidance would be greatly appreciated.

Thank you in advance!

[GlideFather]

Hi @Amit Naik1,

I don't have available instance with HR Now Assist, but I will try to show the same on example of ITSM.

Navigate to the Now Assist admin > select the corresponding skill - in my case it's Resolution notes generation (for incidents)

And with the triple dots in the right-most area, there's a chance to either edit or duplicate that skill.

I am not sure if it's even possible to select the output fields, you can try to play around it and if you don't find anything, then you can create a case from the Support Portal but be aware that they might reject that as you are aiming to populate a custom and not ootb field...

Good luck and share your progress once you have any