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Use generative AI skills › Now Assist for IT Service Management \(ITSM\) › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Generate a response to Request Management records by using Now Assist for IT Service Management (ITSM)

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.

Before you begin

Role required: itil

About this task

Activity response generation for Request Management involves individual skills used to generate responses in the following record types:

  • Requests
  • Requested items
  • Catalog tasks

These Request Management activity response generation skills provide you with responses in work notes or comments. These responses are generated from the information entered in the corresponding record fields. For more information about which fields are referenced, see Skill inputs and triggers for Now Assist for IT Service Management (ITSM).

Procedure

  1. Navigate to a request, requested item, or catalog task 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 (
Image omitted: bus-ai-sparkle.svg
Sparkle icon\).
    The following four options appear:

    **Note:** 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.
  1. Select Insert.

Result

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.