Summarize Request Management records by using Now Assist for IT Service Management (ITSM)

  • Release version: Australia
  • Updated April 3, 2026
  • 1 minute to read

    • Summarize all information related to the context of requests to get a consolidated real-time status by using the Request Management summarization skills in the Now Assist for IT Service Management (ITSM) application.

    Before you begin

    Role required: itil

    About this task

    Summarization for Request Management involves individual skills used to summarize the following record types:
    • Requests
    • Requested items
    • Catalog tasks
    These Request Management summarization skills provide you with concise summaries generated from the information entered in the corresponding record fields. For more information about which fields are referenced, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM).

    Procedure

    1. In Core UI or Service Operations Workspace for ITSM, open a Request Management record that is assigned to you.
    2. Select Summarize.
      Summarize action in the Details tab.
      • In the Core UI, the summary appears in a banner of the Request Management record.

        Request summary in the Core UI that provides the context and next steps.

      • In Service Operations Workspace for ITSM, the summary is generated in the Details tab.

        Request summary in Service Operations Workspace for ITSM that provides the context and next steps.

    3. Optional: When you're finished summarizing a record, you can add the summary to your work notes, copy it, or provide feedback.
      OptionProcedure
      Add summary to work notes
      1. Select Share.
      2. In the Share to work notes dialog box, edit the summary as needed.
      3. Select Save to work notes.
      Expand or collapse Select the expand card icon (expand card icon.) to view the complete summary.

      Select the collapse card icon (collapse card icon.) to view a collapsed summary.
      Provide feedback 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 summary If you want to reuse the summary, select the copy to clipboard icon (Copy to clipboard icon.).
      View more information about the summary If you want to check more details about the summary, select the more info icon (More info icon.).