Attachment Summarization

  • Release version: Australia
  • Updated August 7, 2026
  • 1 minute to read

    • The attachment summarization skill summarizes a record's attachments alongside the record summary, so agents can review key content without opening each file.

    With the Attachment Summarization skill, agents can view a concise summary of each attachment alongside the record summary. The skill is available in the ServiceNow Otto for IT Service Management (ITSM) and HR Service Delivery workspaces.

    Uses of the Attachment Summarization skill

    • Triage records that contain one or more attachments.
    • Highlight key points of an attachment alongside the record summary.
    • Reduce the time agents spend reviewing attachments to find relevant context.

    Key capabilities and features

    • Supported file types: Processes common file formats such as PDFs, DOCX, TXT, XLSX, CSV, PPTX, JPEG, and PNG.
    • Automated triage: When configured, it triggers automatically as soon as a file is uploaded, appending the summary directly to the incident's work notes or activity stream.
    • Knowledge Builder: Can analyze attachment content to suggest relevant knowledge articles or extract resolution steps.