Now Assist Analytics Configuration

[ArishmitG]

I have been working on some reporting tasks and I am stuck on an issue. Now Assist for ITSM has been installed on my instance and I can view analytics for Incident Summarization, etc.

However, I want to extend the analytics to such that I can view the assignment group of the incident on which the summarization has been performed using Now Assist. To explain this better, currently the analytics has skill usage trend, daily active users and two others. I want a report which will give me an idea of what are the assignment groups on whose incidents, Incident Summarization has been performed. 

I have explored data collector for performance analytics which records the scores for GenAI usage but that does not give me much of an idea of whether I can use that data for my requirement. 

Any help in this regard will be much appreciated. 

[Mark Manders]

I am unable to see what you exactly have in data, because I don't have access to an instance with NowAssist, but if you have the ability to report on the incidents on which the summarization is used, you could add a breakdown to it for the assignment group as well.

[Ct111]

Incident summarization usually happens based on below fields currently

• Short description
• Description
• State
• Priority
• Work notes
• Additional comments
• Resolution notes (for a resolved incident)

There is no option of adding any additional field at the moment as per docs.

link for reference:

LINK

I hope this helps.

[ArishmitG]

Thanks for the response, must have skipped this. 

I was wondering if there is any workaround to this, like trigger some event or a BR when the summarization has been performed such that I could record the assignment group.