Customize a Now Assist for IT Service Management (ITSM) Incident activity response generation skill

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • If you have the admin role, you can customize a Now Assist for IT Service Management (ITSM) skill so that agents can use the generative AI skills in Service Operations Workspace for ITSM and in Core UI.

    Before you begin

    Role required: sn_nowassist_admin.nsa_admin

    About this task

    Procedure

    1. Navigate to Admin > Now Assist Admin.
    2. Select the Now Assist Skills tab.
    3. In the Technology feature group, select ITSM from the product list.
    4. Select the Incident activity response generation skill and open it.
    5. Choose input data.
      The skill relies on the Incident input table and following input fields to provide context for the Now LLM Service in the incident activity response:
      • Short description
      • Description
      • Priority
      • State
      • Work notes
      • Comments
      The table input table and the input fields are read-only.

      Choose input data screen for activity response generation that contains the input table and fields to define the prompt.

    6. Define availability.

      Define how the skill will be available to users.

      1. Configure the skill to be always available to users, or select the conditions that must be met before the skill is available.
        Selecting Customize skill availability displays a condition builder to filter the data further.
      2. Select Save and continue to go to the next step.
    7. Define access.
      Define the user access and role restrictions that you need for the skill. For information on role restrictions, see Role masking.
    8. Select display.
      1. Enable the In-product display so that the Now Assist skills are displayed in all ITSM products (on forms and in workspaces).

        For the skills that appear in-product, select the down arrow to identify the roles that can use the skill.

      2. Select Save and continue to go to the next step.
    9. Review and activate.
      Review your choices and select Activate to complete the skill customization. The popup that shows that the activation was successful appears.
    10. Configure the Now Assist context menu (NACM) to generate an activity response and refine the content.
      You can also access the Now Assist context menu by doing the following:
      1. In the Now Assist Admin screen, select Now Assist Experiences.
      2. Select Now Assist context menu.
      3. Select the Configurations tab.
      4. Select Incident activity response in NACM.
      1. Select Go to Now Assist context menu.
        The Incident activity response in NACM screen appears.
        Note:
        In the General details screen:
        • The table name is Incident by default and is read-only.
        • You can configure the skill to generate a response for any of these options shown in the table below in the work notes and comments in the incident's activity stream.
        Options Description
        Acknowledge task Acknowledge the receipt of the task record.
        Post response Generate a reply for specific questions from the user.
        Summarize actions taken Generate a summary of all actions taken.
        Follow up Ask follow-up questions.
      2. Select Save and Continue.
        The Configure experience screen displays.
        Note:
        • 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.
        • The Insert action is selected by default.
        When you select the Now Assist icon in the Preview panel, it shows how the generated activity response will display in NACM.
      3. Select Save and continue.
        The Define access screen displays.
        Note:
        By default this screen shows that an itil user can access the Incident activity response in NACM skill. The role restrictions defined in the Define access screen overrides the user access defined in this screen. For information on role restrictions, see Role masking.

        Define access screen in the Incident activity response in NACM screen

      4. Select Save and continue.
        The Select display screen displays. The Display button is enabled by default and displays the NACM configuration in all ITSM products.
      5. Select Save and continue.
        The Review and activate screen displays. In the Select a record to test configurations field, select an incident number for which you want to preview the activity response generated for the selected incident and select Preview. You can preview the generated content in NACM.
      6. Select Done.