Summarize an incident by using Now Assist for IT Service Management (ITSM)

Quickly understand the incident context and respond to a requester’s inquiries by using the incident summarization skill in the Now Assist for IT Service Management (ITSM) application.

Before you begin

Role required: itil

About this task

The Incident 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.

An incident summary provides you with a concise summary of an incident. The summary is based on the incident state and is generated from the information that you enter in the following fields:

• Short description
• Description
• State
• Priority
• Work notes
• Additional comments
• Resolution notes (for a resolved incident)

For information about the incident states, see Life cycle of an Incident.

You can summarize an incident 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 Summarize.

-   In Core UI, the summary appears in a banner of the incident record.

-   In Service Operations Workspace for ITSM, the summary is generated in the **Overview** tab.

    **Note:**

    You can also generate the summary in the **Details** tab.

    If you'd like to hide the incident summarization in the Details tab so that you can restrict this option only to the Overview tab, see [Hide incident summarization on the incident Details tab](https://www.servicenow.com/community/developer-articles/hide-incident-summarization-on-the-incident-details-tab/ta-p/3480381) community article.

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

1. When you're finished summarizing an incident, you can add it to the work notes, expand or collapse it, provide feedback, copy it, or view information about it.