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User Guide: AI Summarization Skill

Overview

Now Assist summarization is now available on Physical Security Incidents, working the same way it already does for ITSM incidents. This is a custom Now Assist skill — part of the Now Assist (generative AI) application — that generates an instant, ready-to-use summary of an incident directly from its incident details and work notes, saving agents from writing summaries by hand.

What's New

  • Summarization for Physical Security Incidents — agents can now generate a summary for a physical security incident record, just as they already can for ITSM incidents.
  • Custom Now Assist skill — built as a custom skill rather than the standard summarization skill, giving more configurability and room for additional capabilities, such as extracting protected-asset details from the incident.
  • One-click generation — from the incident’s Now Assist panel, a single click runs the summarization skill and pulls content from both the incident details and the work notes.
  • Editable output — the generated summary can be edited in the panel (including text formatting/markup) before it’s saved anywhere.
  • Copy to clipboard — the summary can be copied and pasted into the incident’s description or elsewhere.
  • Share to work notes — the summary can also be added directly to the incident’s work notes with a single action, after which it appears in the incident’s activity log.

              How to Use

              1. Open the physical security incident record you want to summarize.
              2. In the Now Assist panel, click the summarize action.
              3. Review the generated summary, built from the incident’s details and existing work notes.
              4. Edit the summary text if needed.
              5. Copy the summary to your clipboard to paste it into the description, or click Share to Work Notes to save it directly to the record.
              6. Once shared, the summary appears in the incident’s activity log.

                          Example Scenario

                          Summarizing a Lost Badge Request Incident

                          An agent opens a lost-badge-request incident that already has work notes on it (for example, steps logged by an agent named Garth Smith). Clicking the summarize action runs the Now Assist skill, which produces a summary drawing on both the incident details and those work notes. The agent edits the text slightly, then clicks Share to Work Notes. The summary is saved to the incident and now appears in its activity record.

                          For Admins: Configuring the Skill

                          • This summarization skill is a custom Now Assist skill rather than the out-of-the-box version, so it can be configured and extended beyond standard summarization.
                          • Consider extending the skill to extract additional structured details relevant to physical security incidents, such as protected asset information, as needs evolve.