---
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


---

# Summarize Request Management records

# Summarize Request Management records by using ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1}

Release version: Australia  
Updated April 3, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Summarize all information related to the context of requests to get a consolidated real-time status by using the Request Management summarization skills in the ServiceNow Otto for IT Service Management (ITSM) application.

## Before you begin

Role required: itil

## About this task

Summarization for Request Management involves individual skills used to summarize the following record types:

* Requests
* Requested items
* Catalog tasks

These Request Management summarization skills provide you with concise summaries generated from the information entered in the corresponding record fields. For more information about which fields are referenced, see [Skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM)](https://servicenow-prod.fluidtopics.net/QT06qRdfy~Mt1zHf12iKdg "Get a quick overview of the skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.").

## Procedure

1. In Core UI or Service Operations Workspace for ITSM, open a Request Management record that is assigned to you.
2. Select Summarize.  
   * In the Core UI, the summary appears in a banner of the Request Management record.

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

   {#summarize-request-related-skill__ul_t4k_mqw_53c}
3. **Optional:** When you're finished summarizing a record, you can add the summary to your work notes, copy it, or provide feedback.

   | Option | Procedure |
   | Add summary to work notes | 1. Select Share. 2. In the Share to work notes dialog box, edit the summary as needed. 3. Select Save to work notes. {#summarize-request-related-skill__ol_trg_4yf_xyb} |
   | Expand or collapse | Select the expand card icon (![expand card icon.]()) to view the complete summary. Select the collapse card icon (![collapse card icon.]()) to view a collapsed summary. |
   | Provide feedback | If you think that the summary was helpful, select the helpful icon (![Helpful icon.]()). If you think that the summary wasn't helpful, select the not helpful icon (![Not helpful icon.]()). Note: This feedback improves the generative AI model and can help to improve future versions of this skill. |
   | Copy summary | If you want to reuse the summary, select the copy to clipboard icon (![Copy to clipboard icon.]()). |
   | View more information about the summary | If you want to check more details about the summary, select the more info icon (![More info icon.]()). |
   |-|-|

   {#summarize-request-related-skill__choicetable_h4z_krw_53c}