Error in incident summerization

[kirankr2061]

Hello Community,
Recently I was working on incident summarization now assist skill and I am getting this error 
"Summarization could not be completed because access to base table incident was unsuccessful".
I even check roles both users have itil and all required conditions are met but one user getting this error but not another and for admin for few incidents I am getting this error.
Any suggestions or fix would be helpful.

[Vikram Reddy]

Hi @kirankr2061,

Since this hits admin on some incidents too, it's not a role gap, itil is a red herring here. This error fires whenever the Generative AI Controller's read of the incident record fails an ACL check, and that check depends on the specific record, not just the user's roles.

A few things worth checking in order:

1. Open sys_generative_ai_log for the failed attempts and note the exact incident sys_id, that tells you which records are failing versus which aren't.
2. Look at the incident ACLs (sys_security_acl) for anything beyond a simple role check, a script or condition tied to fields like assignment_group, company, or caller_id will pass for some records and silently fail for others.
3. Check the Admin overrides checkbox on that ACL. If it's unchecked, the admin account is subject to the same script logic as everyone else, which is exactly why admin fails on select incidents.
4. If the instance is domain separated, compare the record's sys_domain against the user's session domain, cross-domain records will throw this same message even with correct roles.
5. Confirm the sn_generative_ai and sn_uxc_gen_ai plugins are healthy, a partial install throws this exact message table-wide rather than record-by-record.

Thank you,
Vikram Karety
Octigo Solutions INC

[Rafael Batistot]

hi @kirankr2061 

This support post might help you 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1700568

[Tanushree Maiti]

Hi @kirankr2061 

• Review the sys_generative_ai_log table to identify the specific incident records that are failing and determine the associated error messages.
• Verify whether any record-specific Read ACLs on fields such as caller_id or company are preventing the AI agent from accessing the incident records.
• Ensure Admin overrides is enabled on any restrictive ACLs, if appropriate.
• Alternatively, modify the Read ACL conditions so the Skill Agent has the necessary permissions to read and process the incident records.
• If the issue persists, repair the affected plugin by following the steps outlined in the relevant Knowledge Base (KB) article. In some cases, a partial plugin installation can result in missing components or inconsistent behavior, and repairing the plugin resolves the issue.

Refer: KB1700568 Incident Summarization gives an error 

Resolution

1. Go to the Plugins module
2. Search for plugins sn_uxc_gen_ai and sn_generative_ai, one by one
3. Open the plugin and click on Repair

Note: If the issue persists, consider contacting the support team for further assistance. Provide them with the necessary details, such as the instance name, incident number, and error messages. They may be able to provide additional troubleshooting steps or investigate the issue further.

[ajmalmuhamm]

This error is usually not caused by the itil role alone. Since it works for one user but not another, and even an admin sees the error for some incidents, it's likely related to record access rather than the Now Assist skill itself.

Here are a few things to check:

• Verify whether the affected users can open the Incident record directly. If they can't access the record, Now Assist won't be able to summarize it.
• Check for any record ACLs, Before Query Business Rules, Data Filtration, Domain Separation, or Security Constraints that may be restricting access to specific Incident records.
• Ensure the Incident table hasn't been extended or customized in a way that affects read access.
• If the issue occurs only for certain incidents, compare a working and non-working record (assignment group, company, domain, state, etc.) to identify any differences that might trigger a security rule.
• Also review the System Logs (System Logs > Errors and Application Logs) while reproducing the issue, as they may provide more details about which ACL or security check is failing.

Since the error specifically says "access to base table incident was unsuccessful," it generally indicates that the Now Assist service cannot read the Incident record due to a security restriction, even if the user has the expected roles.

This approach has helped identify similar issues where a record-level security rule, rather than missing roles, was the root cause.