Summarize a change request by using Now Assist for IT Service Management (ITSM)

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

    • Quickly capture the important details of a change request, including the current status, by using the change request summarization skill in the Now Assist for IT Service Management (ITSM) application.

    Before you begin

    Role required: itil

    About this task

    The Change summarization 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.

    A change request summary provides you with a concise summary of a change request. The summary is based on the change request state and is generated from the information that you enter in the following fields:
    • Short description
    • Description
    • Work notes
    • Additional comments
    • Risk
    • Impact
    • Justification
    • Implementation plan
    • Risk and impact analysis
    • Test plan
    • Backout plan
    • Close code
    • Close notes
    • Service offering
    • State
    • Conflict status
    • Type

    For information about the change request states, see State progression for normal, standard, and emergency changes.

    You can summarize a change request in Core UI and Service Operations Workspace for ITSM.

    Procedure

    1. In Core UI or Service Operations Workspace for ITSM, open a change request that is assigned to you.
    2. Select Summarize.
      Note:
      The Summarize UI action isn’t available for the New or Canceled state.
      The summary appears in a banner on the change request record in Core UI.Change summary in Core UI

      The summary appears in the Overview tab on the change request record in Service Operations Workspace.

      Change summary in Service Operations Workspace

      You can provide feedback by selecting the thumbs up or thumbs down icon. You can also share the summary using the Share button.

    3. Optional: When you're finished summarizing a change request, you can add it to the work notes, expand or collapse it, provide feedback, copy it, or view information about it.
      OptionProcedure
      Save the summary information by adding it to the change request work notes
      1. Select Share as Work notes.
      2. In the Share Change Request summary as Work notes dialog box, edit the summary.
      3. Select Save to Work notes.
      Expand or collapse the summary Select the expand card icon (expand card icon.) to view the complete summary or the collapse card icon (collapse card icon.) to view a collapsed summary.
      Provide feedback for the summary If you think that the summary was helpful, select the helpful icon (Helpful icon.). If you think that the summary wasn’t helpful, select the not helpful icon (Not helpful icon.).
      Note:
      This feedback improves the generative AI model and can help to improve future versions of this skill.
      Copy the change request summary If you want to reuse the summary, select the copy to clipboard icon (Copy to clipboard icon.).
      View the information about the change request summary If you want to check some details about the summary, select the more info icon (More info icon.).