Generate the resolution notes for an incident by using Now Assist for IT Service Management (ITSM)

Automatically generate the resolution notes for an incident on demand using the Now Assist context menu. You can improve the quality of the resolution notes by providing a summary of the root cause and the steps taken to resolve the issue. Generating resolution notes lets you provide information about the incident resolution to other agents who might encounter similar issues.

Before you begin

Role required: itil

About this task

The Generating resolution notes skill is turned on by default. The skill will be automatically available to appropriate role users for the application.When new customers install a Now Assist product, designated skills are turned on automatically. For existing users who upgrade, there will be no change to the skill activation. For more information, see Now Assist skills, agents, and agentic workflows on by default.

You can do these actions by using Now Assist icon:

• Generate resolution notes that are based on the information in the incident.
• Refine the resolution notes by elaborating or shortening them.

Incident resolution notes are generated from the information that you enter in the following fields:

• Short description
• Description
• State
• Work notes
• Additional comments

Note:

To change resolution notes generation from automatic to manual (requiring user input), set the trigger for the skill in the Now Assist Admin console.

You can generate incident resolution notes 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. Select Resolve.
   • One of the two types of icons, shown in the images below, display when the resolution notes is generated depending on how it is generated.

     • The larger icon displays when the resolution notes is generated by Now Assist for ITSM.
     • The smaller icon displays when the resolution notes is pre-filled in the incident and the Resolve button is selected.
     

   • For automatic resolution notes generation, the Resolution notes field is updated in the Resolve dialog box using Now Assist.

     

   • For user-triggered resolution notes, manual resolution notes are generated by selecting inside the Resolution notes field, and then selecting the Now Assist icon .

     

     Resolution notes are generated in the Now Assist dialog box.

     You can perform these actions on the resolution notes:

     • Select Refine: To elaborate or shorten.
     • Select Insert: To paste into the Resolve window.
     (Optional) When you're finished generating the resolution notes manually, you can provide feedback, copy it, or view information about it.

     Option	Procedure
     Provide feedback for the resolution notes	If you think that the resolution notes were helpful, select the helpful icon (). If you think that the resolution notes were not helpful, select the not helpful icon (). Note: This feedback improves the generative AI model and can help to improve future versions of this skill.
     Copy the resolution notes	If you want to reuse the resolution notes, select the copy to clipboard icon ().
     View the information about the resolution notes	If you want to check some details about the resolution notes, select the more info icon ().

3. Optional: Review the resolution summary in the Resolution notes field and make any necessary corrections.
   Note:

   Because the information in these fields is automatically generated, it's a good idea to review the text and make sure it's accurate.
4. Update the resolution code in the Resolution code field and select Resolve.
   A resolution code categorizes how the incident is resolved. For example, Known error and Solved (Permanently).
   The resolution information is updated and the state of the incident is set to Resolved.
5. In Core UI or Service Operations Workspace for ITSM, resolve the incident by changing its state.

   Interface	Procedure
   Core UI	Change the state to Resolved. The Resolve dialog box is displayed with the generated resolution notes. Update the resolution code and select Resolve. The resolution summary is displayed in the Resolution Information tab on the Incident form.
   Service Operations Workspace for ITSM	In the Details tab of the incident, change the state to Resolved. The resolution summary is updated in the Resolution section of the Details tab.