Work notes field popup window

[lukeu]

Hello,

We recently enabled NowAssist for Incident Summarization and Close Notes. We're noticing that every time you go to assign a ticket or even reassign a ticket, you get a popup window that shows the Assignment Group, Assigned To and Work Notes fields and populates them. It has a Cancel and OK button. I was curious what is the reasoning for this? It's more of an annoyance and curious if there's a way to disable it, without affecting anything? Screenshots attached. 

[Vickie Runyon · Accepted solution]

The Incident Summarization task is kicked off automatically when an Incident is reassigned. The Work Notes field should populate with a summary of what has happened in the  Incident so far - the same detail you would see if you ran an Incident Summarization task on the Incident.

This is helpful to the team that is getting the assignment to see at a glance what has happened on the Incident and know where to go next to solve it.

Similarly, the Now Assist Resolution Notes generation happens each time the Resolve button is clicked. The AI engine reviews the notes in the Incident and generates Resolution Notes. 

In either case, the agent can edit the notes before saving - or even erase them.

In the case of the Resolution Notes, there is a further feature where you can have it Elabaorate or Shorten the notes by clicking the 'sparkle' button after highlighting the generated text.

[tonyvay]

This is not a solution for those who are in different assignments, assigning tickets to themselves. They are forced to add a work note when assigning a ticket to themselves.
For example
a ticket is in the Service Desk Assignment group.
when an agent from the Sys Ads assignment group assigns that ticket to themselves, they are forced to add a work note.
Can the worknote pop up be disabled for assigning tickets?

[lukeu]

@tonyvay I agree with you as this is what I was looking for too. There's nothing you can add when all you're trying to do is assign it to someone. 

[tonyvay]

Hi @lukeu I discovered that summarization for incidents can be toggled off in Now Assist.

Navigate to Now Assist Admin.
Select Now Assist Skills
Choose the list where your incidents are found eg, ITSM
Look for "Incident summarization" in Now Assist skills for ITSM
Click on the 3 dots and select edit
Select Define trigger and toggle off Assign Modal.

This will fix the issue for you. The worknote summary that we get is called the "Assign Modal" in Now Assist and can be toggled off.

I hope that helps.