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

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. You can then configure prompt headers to include in the generated summary.

Procedure

1. Navigate to All > Now Assist Admin > Features to access the Now Assist Features tab of the Now Assist Admin console.
2. In the Technology feature group, select ITSM from the product list.
3. 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 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.
   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, prompt, availability, display, review, and activation of the customized skill.
4. 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.
5. 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.

      

      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.

      You can build the condition out further by selecting +New condition and configuring additional parameters.

      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.

      

      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.

   4. Select Save and continue to go to the next step.
6. 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.

      

      The prompt response is shown. You can make changes to your selections and retest as needed.
   4. Select Save and continue to go to the next step.
7. 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.
   2. Select Save and continue to go to the next step.
8. 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 Turn on the Now Assist panel.

        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.
9. 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.