---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Generate case resolution notes

# Generate resolution notes using ServiceNow Otto for HRSD {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the
case.

## Before you begin

[Configure resolution notes generation for ServiceNow Otto for HRSD](https://www.servicenow.com/docs/XC1DulI5AVxasEHXZcCl1Q "Configure the resolution notes generation skill to create concise summaries of case resolutions and enable agents to use the ServiceNow Otto context menu to elaborate or shorten the notes.")

Role required: sn_hr_core.case_writer

## About this task

Important:  
This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [AI agents, skills, and agentic workflows on by default](https://www.servicenow.com/docs/access?context=now-assist-skills-on-by-default&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of AI skill](https://www.servicenow.com/docs/access?context=make-a-copy-of-a-now-assist-skill&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Procedure

1. AllHR Case ManagementAgent Workspace for HR Case Management
2. Open an HR case that is assigned to you.
3. After you finish working on the case, change the state of the case to Closed Complete.
4. Select one of the following in the Add resolution notes window.

   | Option | Description |
   | Save notes | Add resolution notes to the Close notes field. Note: Review the generated text and make sure it's accurate. You may edit the notes or delete them to provide your own. |
   | Skip notes | Skip adding resolution notes to the case. |
   |-|-|

   {#now-assist-hrsd-res-note__choicetable_tz3_gql_khc}
5. **Optional:** Select the Add resolution notes to work notes check box to include the resolution notes in the Work notes field.  
6. **Optional:** Edit the resolution notes using the ServiceNow Otto context menu.  
   Resolution notes can be generated from the ServiceNow Otto context menu even when the case isn't in Closed Complete state.
   1. In the Close notes field, select the ServiceNow Otto icon(![Servicenow Otto icon]()).
   2. Select Refine to elaborate or shorten the text.
   3. Select Insert to add the generated content into the Close notes field.
   {#now-assist-hrsd-res-note__substeps_z3b_nsl_khc}
{#now-assist-hrsd-res-note__steps_dxb_zbf_vyb}
**Related concepts**   

* [ServiceNow Otto for HR Service Delivery (HRSD) integration with Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/hBCsGdVQHouc38LVwPj_fQ "Enable employees to complete actions in third-party Human Capital Management (HCM) systems with ServiceNow Otto Virtual Agent topics in Employee Center.")  
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*[\>]: and then