Customize the Now Assist for IT Service Management (ITSM) change risk explanation skill

Enhance the efficiency to explain the risk of a change request by customizing it with different inputs and prompts using the skill configuration guided setup.

About this task

You can modify and edit prompts using the Now Assist Skill Kit (NASK). Navigate to All > Now Assist Skill Kit > Home, and select the required skill.

Before you begin

Role required: sn_nowassist_admin.nsa_admin

You need the sn_skill_builder.admin role to customize the prompt in the Now Assist Skill Kit (NASK).

Procedure

1. Navigate to All > Now Assist Admin > Skills.
2. In the Technology feature group, select ITSM from the product list.
3. Activate and copy the change risk explanation skill for customization.
   1. In the All available skills section, locate the skill that you would like to activate and select Activate skill.
      You can choose to make a copy of the skill before activating it.
   2. Select the More actions icon for the skill in the Active skills section, and create a copy that you can customize by selecting Make a copy.
      A confirmation message is displayed.
   3. Select the Make a copy button in the confirmation message.
      A guided setup leads you through the configuration of the general details, input, prompt, availability, display, review, and activation of the customized skill.
4. In the General details step, fill in the fields.
   For information about the inputs and triggers for each skill, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM).
   1. Enter a name and description for the skill.
   2. Select Save and continue to go to the next step.
5. Choose the change request input data.

   Configure the base input table and fields that are used as the source to generate a response.

   Each skill relies on a base input table and input fields with descriptions to provide context for the Now LLM Service to generate a response.

   Select only those related tables that are offered with the base system as part of the input data.

   1. Add base input table fields.
      The following Base input fields values are available by default:

      • Short description
      • Risk
      • Implementation plan
      • Description
      • Backout plan

      You can edit or remove the Implementation plan, Description, and Backout plan fields. You can also add new fields and descriptions for them by selecting +New base input field.

      Important:

      If you add a new field with the same name as an existing field, the name and description of the new field will override the description of the existing field.

      

      The following table lists the base input table fields and descriptions, including a relevant example.

      Table 1. Base input fields

      Field	Description
      Base input field	Field in the Change request table, for example, Short description. The LLM uses the values in this field as one of inputs to generate a response.
      Field description	Description of the base input field value. For example, Short description field in the Change request table provides quick info about the issue.

   2. Add additional input data sources.

      The data sources could include related tables and relationships. The Change Risk Details related input table with read-only fields is available by default. You can’t edit the existing data source fields but you can add new related tables or relationships by selecting +New data source and then selecting the desired option.

      

      Table 2. New data sources

      Data source	Description
      Related Table	Fields for a related list: Select related input table Related table field Field description Configuring the related table fields follows the same format as the base input table fields in the Choose input step. Important: When you add a new related table with the same name as an existing table, the fields and the descriptions in the new table will override the fields and descriptions in the existing table.
      Relationship	Relationship between the input table and the table field.

   3. Select Save and continue to go to the next step.
   4. Select input data from past similar changes.

      Adding tables and fields as the input data sources provides more context to the Now LLM Service to generate the explanation.

      If you turn the Use similar changes as a data source toggle button off, past similar changes won’t be included.

      Note:

      • You must have AI Search implemented to retrieve similar changes. For more information on AI Search, see AI Search.
      • The search criteria to retrieve similar changes is based on the conditions set in the Change Requests search source. For information on search source, see Search Source form.

      

      The Short description field is available by default. You can edit or remove the following fields:

      • Description
      • Risk
      • Implementation plan

      You can also add new fields and descriptions for them by selecting +New base input field.

      Important:

      If you add a new field with the same name as an existing field, the name and description of the new field will override the description of the existing field.

      The Incident Caused by Change input table is available by default as an additional data source. In this table, the Short description field is read only. You can edit or remove the Description and Priority fields.

      Important:

      When you add a new related table with the same name as an existing table, the fields and the descriptions in the new table will override the fields and descriptions in the existing table.

      
   5. Select Save and continue to go to the next step.
6. Test the output.
   1. Select the change record in the Test output section, and test the prompt response output format by selecting Run Test.

      If the result shows that risk isn’t calculated for the change request, then the prompt created isn’t effective. If the output displays a prompt response, then the LLM has used the configurations in the previous steps and has passed them to the prompt to create the explanation.

      

   2. Select Save and Continue to go to the next step.
7. 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.
8. Select display.
   Configure where to display the Change request risk explanation skill.
   1. Select either In-product, or Now Assist panel.
      • In-product: When selected, 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.

      • Now Assist panel: When selected, Now Assist skills are available in the Now Assist panel.

        If you don't see this option, you must activate the Now Assist panel. For more information, see Activate the Now Assist panel standard chat.

        For the skills that appear in the Now Assist panel, 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.