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!

[Amit Naik1]

@rpriyadarshy : We have already tried that approach. However, when we click the Copy Notes button in the Now Assist pop-up, the content gets saved in the OOTB Close Notes field. The client script is not detecting that the data has been saved, so we are unable to copy the content using the client script.

[rpriyadarshy]

I think There are ways to do this in ServiceNow .

Regards

RP