Now Assist case summarization configuration

[mwilaby]

Hi! 

A question has come up regarding configuring the case summarization skill. 

(1) Specifically, is it possible to remove one of the sections of the summary - namely the "SLA"?

(2) If is is possible, then will that configuration persist through upgrades?  or will each upgrade require the admin to go through the process of configuring it again to omit the SLA?

Thank you in advance!

[Rahul Priyadars]

Hi

(1) Specifically, is it possible to remove one of the sections of the summary - namely the "SLA"?- I do not see Its Configurable from UI.

(2) If is is possible, then will that configuration persist through upgrades?  or will each upgrade require the admin to go through the process of configuring it again to omit the SLA?--> If we are able to remove SLA as a data source still i think upgrade will Overwrite it 🙂

Regards

RP

[Marco Erharter]

Hello 

I have also made the experience that the Now Assist for ITSM skills like case summarization are not configurable in that regard. However, I believe if you were to duplicate the skill, you might be able to edit it to your requirements. It seems that the ones OOTB are not configurable in that regard and have a certain read-only constraint.

Duplicating a skill was supposed to be possible, but for me the only options available are Edit and Deactivate a skill. The same question has been raised by other people in the Communities: Unable to find the 'Make a copy' for Now Assist Sk... - ServiceNow Community

But I did not see any response on this yet.

Best regards,

Marco

[mwilaby]

Hi all, I found this documentation link illustrating how to customize the prompt output to remove the SLA section of a summary.   https://www.servicenow.com/docs/bundle/xanadu-intelligent-experiences/page/administer/now-assist-adm...

Now I just need to know this:  once it's removed from the summarization sections list will it that endure over the ensuing upgrades? or will it have to be removed by the admin again, every time we upgrade?

best regards!

[Rahul Priyadars · Accepted solution]

As per Service Now Behavior even for other Modules ITSM,HRSD - when a copy is made and Copied object is customized , During Upgrade CUSTOMISATION Sustains. I am sure it will be same behavior also in case of NOW ASSIST Skills Customization by making a copy of it.

Regards

RP