Skill inputs and triggers for Now Assist for IT Service Management (ITSM)

Get a quick overview of the skill inputs and triggers for Now Assist for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.

Now Assist for IT Service Management (ITSM) overview

Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when a skill is used. An input identifies the data that is used for a skill, such as the table and fields that are used to generate an incident summary. A trigger initiates an action, such as when the system generates a chat summary.

You can use Now LLM Service, Now LLM Long Term Stable models (LTS), Azure OpenAI, Google Gemini or Anthropic Claude on AWS as the AI model provider for all Now Assist skills and AI agents. Use the Configuration Controls in AI Control Tower to define which options are available, then set the skill-level preferences in the Now Assist Admin console. For more information, see Large language models on the ServiceNow AI Platform®.

Incident sentiment analysis skill

Tableau 1. Inputs for the sentiment analysis skill

Input	Description
Input table	Incident [incident]
Input fields	Short description Description Priority State Created Additional comments Task SLA

Tableau 2. Outputs for the sentiment analysis skill

Output	Description
Sentiment values	Positive Neutral Negative
Sentiment trend	Improving Declining Stable
Sentiment reasoning	Reasons for providing the sentiment value.

Tableau 3. Scheduled job for the sentiment analysis skill

Scheduled job name	Default value	Description
Sentiment analysis scheduled job (incident)	True	Refreshes sentiments based on the trigger frequency.

Suggested steps generation skill

Tableau 4. Inputs for suggested steps generation skill

Input	Description
Input table	Incident [incident]
Input field	Short description The skill uses this field to cluster incidents based on similar incidents closed in the past.
Conditions	Filter conditions to generate the suggested steps. Similar incidents closed within the last 6 months are used by default to create the incident clusters.

Major Incident email content recommendation skill

Remarque :

When you create a Major Incident email content recommendation using the default templates, you can use the corresponding Gen AI variables to compose the content.

Tableau 5. Inputs for Major Incident email content recommendation skills

Input	Description
Input table	Incident [incident]
Input fields	Short description Description Additional comments Work notes Activities
Additional fields	Business impact Resolution notes

In addition to the tables and fields listed in the table above, the tables and fields listed in the table below are also used as inputs for prompts to generate Major Incident email content recommendation.

Tableau 6. Additional tables used as inputs for prompts to generate Major Incident email content recommendation

Table	Fields
Task SLA [task_sla]	Target Stage Actual Time left Business Time left Has Breached Pause duration Pause time
Incident [incident]	Short description Description Priority CI Activity stream
Collaboration chat [sys_cs_collab_message]	Payload Remarque : You must manually select the Collaboration chat table as an input data so that this field is used an input for the prompt. For information on choosing input data, see Customize a Now Assist for IT Service Management (ITSM) skill.

Chat summarization skill

For the chat summarization skill, select the triggers that determine when a chat summary is generated. You can also select the properties that control how a chat summary is displayed.

The following table lists the triggers that determine when a chat summary is generated and how a chat summary is displayed.

Tableau 7. Triggers for the chat summarization skill

Trigger	Description
Virtual Agent to Live Agent handoff	Chat summary that is generated when the chat handoff is done from Virtual Agent to a live agent.
Quick action	Chat summary that is generated when the live agent performs the /summarize quick action.
Chat wrap-up	Chat summary that is generated when the live agent ends the chat. The Chat Summary field is updated for the interaction.
Short description	Short description field that is updated for the interaction when the live agent ends the chat.
Task creation	Short description and Description fields that are auto-populated on the task record when a task is created.

The following table lists the property for the chat summarization skill.

Tableau 8. Property for the chat summarization skill

Property	Description
Bulleted list	If selected, the chat summary is displayed as an unordered list.

Chat reply recommendation skill

For the chat reply recommendation skill, select the triggers that determine when a chat reply recommendation is generated.

The following table lists the triggers that determine when a chat reply recommendation is generated.

Tableau 9. Triggers for the chat reply recommendation skill

Trigger	Description
User triggered	Chat reply recommendation that is generated when the agent manually triggers the skill.

The following table lists the fields for the Now Assist icon for the chat reply recommendation skill.

Tableau 10. Now Assist icon

Field	Description
Button Props	Trigger button properties, for example: Variant Size Icon
Refine Actions	Action options shown when the Refine button is selected, for example: Shorten Elaborate
Recommendation Dialog Props	Recommendation dialog window properties, for example: headerLabel.
WWNA Component ID	Component ID that supports the Now Assist icon, for example: agent-chat.
Default Preset Action	Default action when the trigger button is selected with no text in the chat window.
Table	Table used for the interaction.
Timeout Error Message	Error that displays after a timeout.
Preset Actions	Action options shown when text is entered in the chat window and the trigger button is selected, for example: Shorten Elaborate

Sidebar discussion summarization skill

For the Sidebar discussion summarization skill, select the triggers that determine when a Sidebar discussion summary is generated.

The following table lists the triggers that determine when a Sidebar discussion summary is generated.

Tableau 11. Triggers for the Sidebar discussion summarization skill

Trigger	Description
Quick action	Sidebar discussion summary that is generated when the live agent performs the /summarize quick action.

Tableau 12. Property for the Sidebar discussion summarization skill

Property	Description
Bulleted list	If selected, the Sidebar discussion summary is displayed as an unordered list.

Incident summarization skill

The incident summarization skill includes the inputs that identify the table and fields that are used when an incident summary is generated.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

Tableau 13. Triggers for the incident summarization skill

Trigger	Description
Assign modal	Open assign modal during save action when assignment group or assigned to is changed.

The following table lists the inputs for the incident summarization skill.

Tableau 14. Inputs for the incident summarization skill

Input	Description
Input table	Incident [incident]
Input fields	Description Short description Work notes Additional comments Email
Input template states	New WIP Resolved Closed

The following table lists the descriptions for the incident summarization skill.

Tableau 15. Descriptions for the incident summarization skill

Description	Mandatory for input state
Issue	New WIP Resolved Closed
Key Actions Taken	WIP Resolved Closed
Resolution	Resolved Closed
Affected CIs and Impacted Services	WIP Resolved Closed
Service Level Agreement	WIP Resolved Closed
Child Incidents	WIP Resolved Closed

Incident assist skill

The incident assist skill includes the incident topics to be available in the Now Assist panel.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

Incident assist topics:

• Find similar resolved incidents
• Consult on-call experts from support groups
• Retrieve caller's assets
• Retrieve caller's recent incidents

Resolution notes generation skill

The resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for an incident.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

The following table lists the triggers that determine when and how the resolution notes for an incident are generated.

Tableau 16. Triggers for the resolution notes generation skill

Trigger	Description
User triggered	If selected, user input is required before resolution notes are generated. Otherwise, resolution notes are generated automatically by default when certain conditions are met.

The following table lists the fields for the Now Assist icon for the resolution notes generation skill.

Tableau 17. Now Assist icon

Field	Description
Refine Actions	Action options shown when the Refine button is selected, for example: Shorten Elaborate

The following table lists the inputs for the resolution notes generation skill.

Tableau 18. Inputs for the resolution notes generation skill

Input	Description
Input table	Incident [incident]
Input fields	Description Short description Work notes Additional comments

Incident activity response recommendation skill

The Incident activity response recommendation skill includes the inputs that identify the table and fields that are used when a response is generated in the work notes or comments in an activity stream.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

The following table lists the triggers that determine when and how the activity response for an incident are generated.

The following table lists the inputs for the Incident activity response recommendation skill.

Tableau 19. Inputs for the activity response recommendation skill

Input	Description
Input table	Incident [incident]
Input fields	Description Short description Priority State Work notes Comments
Trigger actions	The default trigger actions are as follows: For Work notes, the actions are Summarize actions, and Post response. For Additional comments, the actions are Follow up, Post response, and Acknowledge task.

Knowledge article generation skill

The knowledge article generation skill includes the inputs that identify the table and fields that are used when the knowledge article draft is generated for an incident.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

The following table lists the inputs for the knowledge article generation skill.

Tableau 20. Inputs for the knowledge article generation skill

Input	Description
Input table	Incident [incident]
Input fields	Short description Description Resolution notes Work notes Comments
State	Resolved Closed

Change request summarization skill

The change request summarization skill includes the inputs that identify the table and fields that are used when a change request summary is generated.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

The following table lists the inputs for the change request summarization skill.

Tableau 21. Inputs for the change request summarization skill

Input	Description
Input table	change_request
Input fields	Short description Description Work notes Additional comments Risk Impact Justification Implementation plan Risk and impact analysis Test plan Backout plan Close code Close notes Service offering State Conflict status Type
Input template states	Assess Authorize & Scheduled Implement & Review Closed

The following table lists the descriptions for the change request summarization skill.

Tableau 22. Descriptions for the change request summarization skill

Description	Mandatory for input state
Objective	Assess Authorize & Scheduled Implement & Review Closed
Plan	Assess Authorize & Scheduled Implement & Review Closed
Risk	Assess Authorize & Scheduled Implement & Review Closed
Affected CIs	Assess Authorize & Scheduled Implement & Review Closed
Impacted services	Assess Authorize & Scheduled Implement & Review Closed
Close notes	Closed
Incidents caused by change	Closed

Change request risk explanation skill

The change request risk explanation skill includes the inputs that identify the table and fields that are used when the change risk explanation is generated.

In this release, you can't modify a skill's input data source. The data source contains the tables and fields that the skill relies on.

The following table lists the inputs for the change request risk explanation skill.

Tableau 23. Inputs for the change request risk explanation skill

Input	Description
Input table	change_request
Input fields	Short description Implementation plan Assignment group Risk Description Blackout plan Model type Similar change requests and the incidents caused by those changes Risk condition that was met