Summarize test for a service problem case using ServiceNow Otto for Telecommunications, Media, and Technology (TMT)

Generate the test run summary for a service problem case record to quickly understand the context of test outcomes and the root cause of the problem.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

About this task

The service problem case summarization skill provides you with a concise summary of a service problem case, including the issue, actions taken, and resolution details. With this skill, you can do the following tasks:

• Generate an initial summary of a service problem case so that you can understand the service problem case context.
• Summarize all the work that has been done on a service problem case.

The test summarization skill is available in CSM/FSM Configurable Workspace and in Core UI.

• In CSM/FSM Configurable Workspace, you use the Test Run summary by Now Assist component to generate a summary. This component appears in the test results record.
• In Core UI, you select the Summarize button on the test result record to generate a summary.

The test summarization skill checks the test results record to determine if there’s enough information available to create a summary. If there’s enough data, the Test summary component displays the Summarize button. If there isn’t enough data to generate a summary, the system displays a message in the Test summary component field.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Service Problem Case.
2. Open a service problem case.
3. In the Diagnose tab, select Test results.
4. Identify the test result that you want to open and select the View Details icon ()
5. In the Test Run summary by Now Assist component, select Summarize.
   The Test Run summary by Now Assist component appears in the test result record. The component is collapsed by default and expands to display the summary. For longer summaries that don't fit in the window, select View more and use the scroll bar to view the rest of the content.

   Note:

   Generating and displaying the summary may take several seconds.
6. Optional: After you're finished summarizing the test for the service problem case, manage the results.

   Option	Procedure
   Expand or collapse the summary	See more summary details by selecting the expand card icon (). See fewer summary details by selecting the collapse card icon ().
   Provide feedback for the summary	If you think that the summary was helpful, select the helpful icon (). If you think that the summary wasn’t helpful, select the not helpful icon (). This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary and stores it in the generative AI logs (sys_generative_ai_log_list.do).
   Copy the test summary	Select the copy to clipboard icon () to use the case summary information for another purpose, such as pasting into an email.
   Refresh the test summary	Fetch the latest test run summary by selecting the refresh icon ().

7. Optional: Set the test result to either fail or pass by selecting the Set result.

   If the test summarization skill isn’t active, the test result is auto-populated.

   To create test groups, see Create a test group.

8. If the test summarization skill is active, clear the wait for completion check box in the Automated test run creation tool.
9. Save or cancel the results.
   • To set the results, select Save.
   • To go back to the test results list, select Cancel.