Now Assist Skill Kit can read Incident fields, but not Case fields

[mizumaki226]

I am creating a custom prompt in Now Assist Skill Kit.

On the NASK prompt test screen, Incident fields such as short_description can be referenced correctly. However, for Case (sn_customerservice_case), sysId and tableName are available, but fields such as short_description and description are empty.

What I have confirmed:

• {{case}} is available, but it resolves to:
  {"sysId":"85eacb801be736102e78ca63604bcb38","tableName":"sn_customerservice_case","short_description":"","description":"","priority":"","state":""}

• {{case.short_description}} and {{case.description}} are empty.

• The user running the prompt test, who has the sn_skill_builder.admin role, can view those fields on the Case record in the normal form UI.

One thing that concerns me is that I performed a ZBoot before running this test. After that, the AI status did not become Ready, and I had to contact the support center to resolve it.

My question:
Is the failure to extract fields from the Case due to a Skill ACL or execution context issue?
I’d like to know how to resolve this.

 

 

 

[GlideFather]

Hi @mizumaki226,

two things you might check, first is the usage condition of your prompt in the Now Assist Skill Kit as seen here:

and the second is to check for the scopes, because incident is ITSM and Case is CSM, so it might be different plugin (Now Assist for ITSM x NA for CSM)..

Let me know what you found

_____

EDIT: re-attached better screenshot.

[mizumaki226]

Dear GlideFather,

Sorry for the delayed reply.

Based on your advice, I reviewed the role settings in Security Controls, and after setting sn_customerservice_agent in the role configuration for the Now Assist Skill Kit skill, I was able to reference the information successfully.

Also, this gave me a good opportunity to check the differences in usage conditions and scope, which was very helpful.

I still have a lot to learn, but I will continue to improve and strive to do better.

Thank you very much for your support.

[SwarnadeepNandy]

This is for sure something to do with access issue. Try testing the skill without ACL.