Generate a response to request activity by using Now Assist for IT Service Management (ITSM)

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Automatically generate a response in request-related record activity streams using the activity response generation skills for requests and requested items. Add responses to work notes or comments to enhance the quality of your interactions with the user.

    Vorbereitungen

    Role required: itil

    Prozedur

    1. Navigate to a request or a requested item record in the SOW or Core UI where you want to generate work notes or comments using Now Assist.
    2. Do the following in the Work notes or Comments field:
      1. Select the Now Assist icon (Sparkle icon).
        The following four options appear:
        Hinweis:
        The options are displayed based on the configurations by your admin.
        Options Description
        Acknowledge task Acknowledge the receipt of the task record.
        Post response Generate a reply for specific questions from the user.
        Summarize actions taken Generate a summary of all actions taken.
        Follow up Ask follow-up questions.
      2. Select one of the options based on the type of response that you want Now Assist to generate.

        The response appears in the Now Assist context menu.

      3. You can select the Refine menu and elaborate, shorten, or change the tone of the response.
    3. Select Insert.

    Ergebnisse

    The response generated by Now Assist is added to the Work notes or Comments field. You can further edit the response or select Post to add it to the activity stream.