---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Generating AI summary and next steps

# Generating AI summary and next steps {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Generating AI summary and next steps

ServiceNow's incident form now includes AI-powered features to help you efficiently resolve incidents by generating summaries, key actions taken, proposed next steps, and related search results.
These capabilities provide a comprehensive overview of the incident and actionable guidance directly within the incident interface.
Show full answer Show less  

## Key Features

* **AI Summary and Next Steps:** Displays a detailed summary of the incident including the issue, key actions taken, and resolution. Also provides proposed next steps for resolving the incident. You can easily copy this information into work notes or comments, and provide feedback on the AI outputs.
* **Related Search Results:** Shows up to four AI-generated search results relevant to the issue from various sources such as Incident records, Knowledge Base articles, and Catalog items. You can filter these results by source or refine the search with more specific query terms. Each result opens in a separate tab and offers contextual actions such as attaching knowledge articles or linking incidents.
* **Compose Section:** Enables posting of relevant information from the AI summary or search results into work notes, comments, or emails to keep communication clear and up to date.
* **Activity Section:** Provides an audit trail of incident activities. You can view this in different layouts including a split pane or tabbed view, allowing easy monitoring of incident history alongside AI insights.
* **Now Assist Panel Integration:** Accessible via the "Ask Now Assist" button, this panel allows you to ask follow-up questions, summarize records or conversations, and continue AI-driven chats specific to the incident. The panel supports pinning, unpinning, or closing based on your preference.
* **AI History and Feedback:** You can view the history of AI workflows executed on the incident and provide feedback to improve AI recommendations.

## Practical Benefits for ServiceNow Customers

* Gain a quick, AI-generated understanding of incident details and resolution progress to speed up troubleshooting and decision-making.
* Leverage AI-suggested next steps to guide incident resolution workflows and improve consistency in handling issues.
* Access relevant knowledge articles, related incidents, and catalog items directly from the incident form to reduce context switching.
* Enhance collaboration by easily sharing AI summaries and insights in work notes, comments, or emails.
* Use the Now Assist panel to interactively engage with AI for deeper insights or additional help during incident management.  
You can generate AI summary, key actions taken, proposed next steps, and related search results directly on the incident form to help resolve the incident, and also summarize the incident to gain an overall understanding of the
incident details.
The incident overview tab consists of these sections:

* AI summary and next steps: Consists of AI summary details and proposed next steps.
* Related search results: Consists of up to four related search results for the issue.
* Compose: Used to post relevant information in the work notes, comments, or in an email.
* Activity: Contains the audit trail for the incident.
{#generating-ai-native-itsm__ul_sqr_3mr_v3c}

You can scroll within the pane to view the different sections (default), or you can choose the Split option, which opens an additional panel for the activity stream. You can also choose the Tabs option, which adds the activity stream
as a tab (between Overview and Related records tabs).

## AI summary and next steps {#generating-ai-native-itsm__section_pm5_smr_v3c}

The incident Summary section includes the issue, key actions taken, and resolution for the incident. You can use the copy action icon to copy the contents and add to work notes or comments, for example. You can also use the feedback
action icons to submit feedback.

The Proposed Next Steps section contains the resolution steps applicable to the incident. You can copy the contents or give feedback using those icon actions, as well.  
These menu options are also available:

* View steps and history: Opens the AI history dialog box which contains all the AI workflows that have been run for the incident so far.
* Ask a followup question.
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You can access the Now Assist panel by selecting the Ask Now Assist to... button in this section, which opens the Now Assist panel in the context of the incident. Once opened, you have the option summarize a
record, summarize a conversation, or get help, and you can continue the chat for the incident.

Additionally, you can use the chat menu icon in the Now Assist panel to view the chats for your specific incident, All, any Updates, or Closed.

The Now Assist panel can be pinned (default), unpinned, or closed.

## Related search results {#generating-ai-native-itsm__section_ibx_5nr_v3c}

The Related search results section contains up to four search results related to the issue. You can regenerate the AI recommendations results further by entering more specific information relating to the issue to search on.  
You can filter results on a specific source, or select all (default). Source search categories:

* Incident
* Knowledge
* Catalog
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When you select a search result, a separate tab is opened to view the details of that result.  
You can also choose specific menu actions based on the category of the search result:

* For a KB article, you can Attach, Attach and add link in comment, or Add link in worknote.
* For an incident, can Copy or Link to incident for specific incident category search results.
* For a catalog, you can Order item.
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## Incident with Now Assist panel {#generating-ai-native-itsm__example_dxd_nnt_v3c}