---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Generating task summarization for incident records

# Generating task summarization for incident records {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Generate incident record and task summarization using GenAI task summarization capabilties which help reduce the effort required to draft work notes.
You can summarize the incident record and activity information when adding work notes to an incident record or while reassigning an incident.

When adding work notes to an incident record, you can use the Summarize option that uses the GenAI task summarization capabilities to summarize an incident record and activity information, such as the issue
details or actions taken.  
The summarize feature is available for the following applets:

* My team
* Major incidents
* My work
{#gen-inc-rec-task-summariz__ul_nzh_wkx_ydc}

After the information summary is generated, you can edit and add the information as work notes. Some of the information that is included but not limited to:

* Incident record details such as issue or short description
* Activities such as action taken or existing work notes or comments
* Affected CIs and impacted services

{#gen-inc-rec-task-summariz__ul_zkm_zjx_ydc}You can also customize the information summary (prompt) from ServiceNow Otto for ITSM admin console. For more information, see [Customize a ServiceNow Otto for IT Service Management (ITSM) skill](https://servicenow-prod.fluidtopics.net/PZDOV0mzELXhLl5_ACIjpA "If you have the admin role, you can customize a ServiceNow Otto 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.").

For more information on Now Assist for mobile, see [ServiceNow Otto for Mobile](https://www.servicenow.com/docs/access?context=now-assist-mobile-landing&version=australia&pubname=australia-mobile&ft:locale=en-US).

## Activation of incident record summarization skill {#gen-inc-rec-task-summariz__section_akq_kpk_zdc}

To enable the summarization feature in ITSM Mobile Agent application, you must activate or customize the incident summarization skill from the ServiceNow Otto for ITSM admin console. For more information on activating and customizing the incident summarization skill, see [Customize a ServiceNow Otto for IT Service Management (ITSM) skill](https://servicenow-prod.fluidtopics.net/PZDOV0mzELXhLl5_ACIjpA "If you have the admin role, you can customize a ServiceNow Otto 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.").  
If you have already configured the incident summarization skill in the ServiceNow Otto for ITSM application console and then installed ITSM Mobile Agent application, you must do the following actions:

1. On the Input form actions table, filter the action records by Label with <kbd class="ph userinput">Summarize</kbd>, and Application with <kbd class="ph userinput">ITSM Mobile Agent</kbd>. The summarization records such as `Incident summarize action` and `Incident
   summarize action (Reassign)` are displayed.
2. Select the records and set the Active field to <kbd class="ph userinput">true</kbd>.
{#gen-inc-rec-task-summariz__ol_bkq_b4x_ydc}