Summarize an incident when reassigning it by using Now Assist for IT Service Management (ITSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.

    Before you begin

    Role required: itil

    About this task

    You can reassign an incident in Core UI and Service Operations Workspace for ITSM.

    Procedure

    1. In Core UI or Service Operations Workspace for ITSM, open an incident that is assigned to you.
    2. Perform one of the following steps.
      OptionDescription
      From the Overview tab of an incident in Service Operations Workspace for ITSM Select Reassign.
      From the Details tab of an incident in Service Operations Workspace for ITSM
      1. Edit the Assigned to or Assignment group fields.
      2. Select Save.
      Core UI
      1. Edit the Assigned to or Assignment group fields.
      2. Select Update or right-click the header menu and select Save.
      A summary of the incident is generated in the Work notes field in the Assign dialog box.

      Assign dialog box with work notes generated by Now Assist.

      Note:
      If your system administrator has enabled the glide.ui.advanced system property and if the incident is saved without any changes to the Assigned to or Assignment group fields, the Assign dialog box isn't displayed and the incident is saved directly.
    3. Edit the Assigned to or Assignment group fields if necessary.
    4. Select Save.
      The generated incident summary is posted as work notes for the incident.