Customize the change risk assessment answer generator skill

Configure the data that the answer generator skill reads to suggest answers for change risk assessment questions.

Before you begin

Role required: sn_change_manager

About this task

The answer generator skill is active by default and requires no activation. You can customize two aspects that control what data the skill uses to suggest answers:

• AI Risk Data Sources: The skill reads related records and knowledge articles defined as data sources. Create, modify, or deactivate data source records to control what additional data the skill receives. The following six data sources are available out of the box:
  • Related Affected CIs for change request
  • Related Impacted Services for change request
  • Related Impacted Business Applications for change request
  • Related Service Offerings for change request
  • Active change tasks linked to change request
  • Outages linked to change request
• Change request fields: The skill reads a fixed set of fields from the change request record. Add or remove fields by updating a system property.

Procedure

1. Navigate to Change > Change Administration > AI Risk Data Sources.

2. Select New to create a data source, or open an existing record to modify it.

3. Enter a Name and Description for the data source.

4. In the Source field, select the data source type.

   Source type	Description
   Change Request Related Records	Reads records linked to the change request, such as affected configuration items or outages.
   Knowledge Articles	Reads policies and standards from knowledge articles. Adds compliance requirements, standards, and policies from your knowledge base to the skill so the skill applies these instructions when answering questions.

5. For a Change Request Related Records source, configure the data source fields.

   1. In the Related Table field, select the table to retrieve records from.

   2. In the Change Reference Field field, select the field that references the change request and acts as the foreign key.

6. In the Max Records field, enter the maximum number of records to retrieve.

   Note: The maximum limit is 100.

7. In the Expand Reference Field, select a field to retrieve the complete details of the referenced record instead of the display value.

   This is useful when the related record uses a many-to-many (m2m) relationship, where the actual data lives in a separate record that the current record points to.

   For a Knowledge Articles source, specify the conditions that select the articles to include. For example, set a condition on the article number and workflow state so that only published articles are sent to the skill.

8. In the Source Condition field, add conditions to limit the records that the skill receives.

   Conditions remove unrelated data and reduce the prompt size, which lowers the token cost.

9. To stop retrieving a data source, clear the Active check box.

10. Select Update.

11. To set which change request fields the skill receives, update the sn_itsm_gen_ai.com.snc.asmt_answer_generator.change_request_fields system property.

    1. Navigate to All > System Properties > System Properties.

    2. Search for sn_itsm_gen_ai.com.snc.asmt_answer_generator.change_request_fields and open the record.

    3. In the Value field, update the comma-separated list of field names.

       For example, add start_date to give the skill visibility into additional change request fields.

    4. Select Save.

    To get the change risk assessment answers and reasoning using AI, see Generate change risk assessment answers by using Now Assist for IT Service Management (ITSM)