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4 weeks ago
HI All,
I want to build an AI agent that receive a text like the description of an incident and summarize it and enter the result to the short description field.
Can anyone advice how I can do it?
Thanks,
Lior Grinberg
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3 weeks ago
Yes it needs an external Provider. In My View You Can use a Custom SKILL Using NASK and use that in your Use case.
Custom Skill will Summarize Description for You and then u can consume it .
https://www.servicenow.com/community/now-assist-articles/now-assist-skill-kit-nask-faq/ta-p/3007953
Regards
RP
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4 weeks ago
Have you checked NowLearning for how AI works within ServiceNow?
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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4 weeks ago
OOTB Now Assist Incident Summarization can summarize your Incident Using Description, Work Notes etc and Put it into Work-notes or Can Copy it.
I was wondering on your case - do we have a real use case of Agentic AI. Also Short Description field has Limited String Length (160 Character) so many time it will not fit and it will be Truncated.
Regards
RP
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3 weeks ago
HI RP,
My case is when a user opens an incident in the service portal, I want him to enter just description and base on that the AI Agent will fill up the short description automatically.
Is the action of Now Assist Incident Summarization can be preform automatically after an incident has been enter to the instance?
If yes, how can I do it?
Best regards,
Lior Grinberg
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3 weeks ago
Hi
If I understood your requirement -
-->In Service Portal You have to Form using which End User Can - Report An Incident.
--> End User Filled Detailed Description Of The Form
--> Detailed Description Needs to be Summarized - How --> You have to Use GEN AI Controller and Make an Exclusive Call to LLM . Use Summarize Action is Flow . Grab the Output of LLM and Set your Description Field.
Please go thru This -> https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/generative-a...
If you dont want to use Service Now GEN AI Controller then you have to Make NATIVE REST API Call to LLM for Summarization from Using ServiceNow REST API Configuration and FLow.
Regards
RP
