Customize a Now Assist for IT Service Management (ITSM) skill

  • Release version: Australia
  • Updated March 12, 2026
  • 9 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

    From the Now Assist Admin console, you can select the input tables, related lists, and fields for each input template of the incident summarization skill.

    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. Activate and copy the Now Assist for ITSM feature skill for customization.
      1. On the feature card that is associated with the skill that you would like to activate, select View details.
      2. 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.
      3. Select the more actions icon More actions icon. for the skill in the Active skills section, and create a copy that you can customize by selecting Make a copy.
        The copy that you make is listed in the Active skills section.
        Note:
        You can only duplicate a summarization skill or the Change risk explanation skill. The fields for the skills that you can’t duplicate have read-only values.
      4. Select the copied skill from the Active skills section to open it.
        A guided setup leads you through the configuration of the general details, input, availability, display, review, and activation of the customized skill.
    5. 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.
    6. Choose input data.

      Configure the base input table fields and related lists for the different input templates (New, WIP, Resolved, and Closed states) for the skill.

      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. For each input template state (New, WIP, Resolved, and Closed), select +New related table field and configure the base input table fields.

        Add multiple base input fields if more inputs are needed.

        Choose input data screen that contains the input tables and fields to define the prompt.

        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 Incident table whose value this skill uses in its response.

        For example, Short description.
        Field description

        Description of the base input field value.

        For example, Short description of incident, provides quick info about the issue.
      2. For each input template state (New, WIP, Resolved, and Closed), configure the rule conditions by using the condition builder to filter the data further.

        The rule conditions determine when the input template is used. By default, the record state determines the input template that the Now LLM Service uses.

        The following table lists the input template states.

        Table 2. Input template states
        State Description
        New State is New.
        WIP State is Work in Progress.
        Resolved State is Resolved.
        Closed State is Closed.
      3. For each input template state (New, WIP, Resolved, and Closed), select +New data source to configure the additional related table and activity stream data, as needed.

        Adding the input data sources, such as the related tables and activity streams, provide more context to the Now LLM Service in a related list.

        You can also add the rule conditions to these additional related table and activity stream data sources.

        Choose additional input data screen that contains the input tables and fields to define the prompt.

        The following table lists the data sources you can add to the input data.

        Table 3. Additional 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.
        Activity: Email Email that is attached to the incident in the incident summarization.
        Activity: Attachment Summarizes attachments in the Incident summarization skill record using Document Intelligence. For supported types, see Customize a Now Assist for IT Service Management (ITSM) Incident Summarization skill.
      4. Select Save and continue to go to the next step.
      5. Optional: Handling custom state choices for the Change request summarization skill.
        Note:
        When you add a new state or modify an existing state in a Change request record, you must add the GenAI Summary Card to the Change Overview Container record to display the Summarize button.
        To add the GenAI Summary Card:
        1. Navigate to All > Change > Workspace Configuration > Overview Container.

          Make sure the application scope is set to Change Management for Service Operations Workspace.

        2. In the Change Overview Containers list, select the state that you've added or modified.
        3. Add the GenAI Summary Card to the Change Overview Cards related list.
        GenAI Summary Card in the Change Overview Cards related list

        For more information, see the KB article on Handling custom state choices for the Change request summarization skill.

    7. Trigger frequency
      Refreshes the sentiments for all updated incidents. You can set the trigger frequency for the refresh using the Sentiment Analysis Scheduled Job (Incident) scheduled job.
    8. Cluster incidents
      • Important:
        Starting with the Australia release, the Suggested steps skill is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base. This feature is being replaced with Learning Enhanced Automation Platform (LEAP). For information on how to get started see, How to get started with LEAP.
        To transition to LEAP:
        1. Install the LEAP (sn_itom_leap) plugin.
        2. Activate the LEAP installer skill.
          Note:
          You must be in LEAP scope to activate this skill.
          1. Go to Admin > Now Assist Admin.
          2. Select Now Assist Skills.
          3. In Technology, select ITOM.
          4. Activate the LEAP installer plugin.
        3. Add the itil role to access LEAP.
          1. In the LEAP installer, in the Define access screen, add the itil role in the Roles field.Add itil role in the Roles field
          2. Select Save and continue.
      • If you’re using the Suggested steps generation skill, select Launch clustering in the Record clustering screen to group records based on similar past closed incidents.
      • You should have at least 2000 records for successful clustering. If you get an error that there aren’t enough records to cluster, broaden your filter criteria. You can perform this action by setting the rule conditions to include more records or add more data.
      • For information on troubleshooting steps to resolve issues with the Suggested steps generation skill, see Troubleshoot Suggested steps generation skill set up.
      • Domain separation is not supported for the Suggested steps generation skill.

      To broaden the criteria:

      1. In the Choose input screen, select Edit conditions.Suggested steps edit conditions screen
        Select Switch scope if you’re unable to edit the conditions.
      2. Optional: Change the conditions as needed and select Set.
        The updates you make are displayed in the GAF Suggested Steps ITSM grouping in Now Assist Skill Config record.
    9. Customize the prompt.

      Review and test the prompt for each input template configuration. You can edit the prompt by adding new predefined sections and ordering the sections as needed.

      1. For each input template state (New, WIP, Resolved, and Closed), select the prompt sections from the list of available sections to include in the generated summary.

        To add a section, you must configure the relevant input data in the Choose input data step before you do this step.

        The available prompt sections that you can select:
        • Issue
        • Key Actions Taken
        • Resolution
        • Service Level Agreement
        • Affected CIs and Impacted Services
        • Child Incidents
          Note:
          When there are too many child incidents and the size of the data goes beyond the LLM token limit, the child incidents section shows the "Too much information and cannot be shown" message.

        The following table lists the mandatory prompt headers.

        Table 4. Mandatory prompt headers
        Input template state Mandatory prompt header
        New Issue
        Work in progress
        • Issue
        • Key Actions Taken
        Resolved
        • Issue
        • Key Actions Taken
        • Resolution
        Closed
        • Issue
        • Key Actions Taken
        • Resolution
      2. Select Save to continue to the test response.
      3. Select the incident record in the Test response section, and test the prompt response output format by selecting Run Test.
        Customize prompt screen that shows the input template states and the Edit prompt button to modify prompts in the Now Assist skill kit.
        The prompt response is shown. You can make changes to the incident state selections and retest as needed.
      4. Select Edit prompt in Now Assist Skill Kit to make necessary changes to the prompt in the Now Assist Skill Kit.
        Edit prompt screen to modify prompts in the Now Assist Skill Kit.
      5. Select Save and continue to go to the next step.
    10. 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.
        Note:
        For the KB generation skill:
        • When the incident is in resolved or closed state, the Create Knowledge button appears.
        • To enable the Create Knowledge button for other states, add the com.snc.incident.create_knowledge.multistate.enable system property and then set it for the incident states you want the Create Knowledge button to appear. In the value column, enter the corresponding number for the incident state. The incident state numbers are as follows:
          • 1-New
          • 2-In Progress
          • 3-On Hold
          • 6-Resolved
          • 7-Closed
          • 8-Canceled
          You can create a custom state and add a number for that state.
        • To create knowledge articles using Now Assist in any incident state, in the condition builder for the KB generation skill, select the [State][is one of][New, Resolved, In Progress, Closed, Canceled] filter condition.
      2. Select Save and continue to go to the next step.
    11. Select display.
      Configure where to display the incident summarization.
      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.
    12. Define access.

      The Define access screen defines the roles required to execute a skill. The script include, NowAssistitsmGenAIUtilsSNC, contains functions related to multiple skills. The itil or sn_incident_read roles that are set in the Access Control List (ACL) for this client-callable script include and are necessary to call any function in it.

      Roles required for skills
    13. Review and activate.
      Review your choices and select Activate to complete the skill customization.
      You can now select Summarize in an incident and generate the custom incident summary.