Now Assist for ITSM Skill Question

[Enrique Tabalon]

We've installed Now Assist for ITSM plugins and OOB enabled some skills. One of them was 'Incident Summarization' but the OOB 'Choose Input Base Table' defaults to 'Incident' but our base 'incident' table was extended to allow multi service desk support. 

My question, we made a copy of the OOB Incident Summarization and named it differently but the 'Choose Input Base Table' still defaults to 'Incident' and it's greyed out. 

Is there a way to be able to change the input base table to our custom extended table?

Thank you!

Enrique

[GlideFather]

ahoy @Enrique Tabalon,

yes, it is not possible to change that skill but you can go to Now Assist Skill Kit (NASK), duplicate the existing skill and adjust it to another table, then keep the new skill active and deactivate the original one or keep both if not clashing between..

I have done it for KB generation using custom KB templates. Try this approach and let me know if you have any further questions or eventually want to review it

[Enrique Tabalon]

Thanks for responding. We did copy the OOB skill Incident Summarization but it did not give us the ability to change the base input table. It still defaults to 'Incident'.

[Enrique Tabalon]

I did cloned the OOB skill thru NASK and tried to edit the input, we still can't change it to our incident extended table. All we could do is add a data source which we did (Incident -> Parent Incident). 

[Tanushree Maiti]

Hi @Enrique Tabalon 

Here hope Copy means you have cloned it. 

The clone feature enables you to create a copy of a Now Assist skill so that you can experiment with skill settings and configure the skill to fit your business needs.

When setting up custom skills in the Now Assist Skill Kit , you can define your custom extended table in the Skill Inputs pane.

Refer:

Creating a Custom Skill with Now Assist Skill Kit - Part 1

https://www.servicenow.com/docs/r/zurich/telecom-media-technology/now-assist-for-telecom-media-and-t...