Now Assist not picking up basic details from an incident

[Simon Hendery]

Any idea why Now Assist is unable to identify the affected users related to the Security Incident in the screenshot, even though they are clearly visible in the record? 

I've seen a demo of this same scenario where Now Assist identifies the affected users, so I'm curious to know why it's not working in this case.

[Rahul Priyadars · Accepted solution]

Completely Agree ..

Good to See Now Its Working ; 🙂

Please Close the thread .

Regards

RP

[kaushal_snow]

If you're experiencing issues with Now Assist not capturing essential details from incidents, consider the following steps to address the problem:

1. Verify Incident Summarization Configuration:

• Activation of Skills:

  • Ensure that the Incident Summarization skill is activated. Navigate to Now Assist Admin > Features > Technology > Incident. Confirm that the skill is active and properly configured.

• Input Field Selection:

  • Review the input fields designated for summarization. While some fields are pre-selected and non-editable, it's crucial to ensure that all necessary fields are included.

2. Address Performance Constraints:

• High Interaction Volume:

  • Incidents with numerous interactions or linked records might face summarization challenges, including timeouts or incomplete summaries.

• Optimization Strategies:

  • For complex incidents, consider refining the summarization scope or breaking down the incident into more manageable parts to enhance performance.

3. Customize Summarization Prompts:

• Prompt Configuration:
  • Tailor the summarization prompts to align with your organization's specific requirements. This customization can guide Now Assist to focus on pertinent details during summarization.

4. Ensure Plugin Compatibility:

• Plugin Versions:
  • Confirm that all related plugins, especially the Now Assist for ITSM plugin, are updated to the latest versions to guarantee compatibility and access to recent features.

5. Review User Permissions:

• Access Rights:
  • Ensure that users interacting with Now Assist possess the necessary permissions to view and edit incident details, as insufficient permissions can hinder data retrieval during summarization.

6. Consult Official Documentation and Support:

• ServiceNow Resources:

  • Refer to the ServiceNow Community and official documentation for insights and solutions related to Now Assist functionalities.

• Support Engagement:

  • If challenges persist, consider reaching out to ServiceNow Support for specialized assistance.