Track Assignment Group Changes on Incident Summarization

[charbree05]

We have a requirement to include Assignment Group changes within the Now Assist Incident Summarization skill as it has been requested by multiple teams that utilize this summary feature. Has anyone done something similar for their organization?

I have tried adding Metrics, Audit History, and Audit Records as an additional data source but it seems adding these sources causes the Summary button to no longer display. I have also tried tweaking the out of the box prompts to include Assignment Group changes as well but that has not been fruitful. Also, I am unable to add additional tools/retrievers since this is a clone of an out of the box skill.

Any suggestions would be appreciated.

[GlideFather]

Hi @charbree05,

go to the Admin Skills Kit, select ITSM and then select the incident summarisation and there are triggers when that shall be done.

Not sure if the incident summarisation can be modified, perhaps it will require duplicating it and make the changes to the duplicated record. 

I don't have available instance with Now Assist capabilities at the moment to give you better navigation 😕

[charbree05]

Thank you for replying, @GlideFather.
I'm not sure if you're referring to the Input section but we have the Assignment Group field listed as an Input for each state. The skill is also set to always be available.

Input section

Availability Section

Trigger Section

[charbree05]

Thank you for replying, @GlideFather.
I'm not sure if you're referring to the Input section but we have the Assignment Group field listed as an Input for each state. The skill is also set to always be available.

Input section

Availability Section

Trigger Section

[rpriyadarshy]

My 2 Cent on this. OOTB Incident Summarization Includes Work Notes and Comments as Input  for Summarization (There are Many others Fields Also).

Since Change of Assignment group is Tracked in Incident record as AUDIT.

Just for testing purpose - Write a BR to put Assignment Group Changes as Work Notes also in Incident Record.

(1) You Can test it with OOTB ones See what it comes

(2) Clone the skill and Try Tailoring the Prompt with - Always Include Assignment Group Changes for Summarization Skill etc etc.

Regards

RP