Summarization

AI In A Box provides intelligent summarization for ServiceNow records using tools. Click "Summarize" on any record to get a concise AI-generated summary.

How It Works

1. User clicks "Summarize" on a record
2. The appropriate summarize tool runs (e.g., summarize_incident)
3. Tool gathers structured data (details, related records, work notes)
4. AI generates a concise summary

Supported Tables

• Incident - Issue, timeline, work notes, resolution
• Change Request - Change type, schedule, implementation plan, approvals
• Service Request - Request items, approval status
• Requested Item - Catalog item details, variables, approvals

Using Summarization

1. Open any supported record
2. Click "Summarize" in the form header
3. View the generated summary in the modal
4. Click "Regenerate" for a fresh summary

Security

Summarize tools use GlideRecordSecure and respect ServiceNow ACLs. Users can only summarize records and fields they have access to.

Customization

Edit summarize tools at AI IN A BOX > Tools to customize what data is included. Create new tools following the naming pattern summarize_<table_name>.

Migration Note

This tool-based approach replaces the legacy u_ai_summarizer table. The old table is deprecated and will be removed in a future version.

Support

Need help? Contact Support or email us.