---
title: Generate resolution notes using ServiceNow Otto for HRSD
description: Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/now-assist-for-hrsd/now-assist-hrsd-res-note.html
release: australia
product: Now Assist for HRSD
classification: now-assist-for-hrsd
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 5
breadcrumb: [Use generative AI skills, ServiceNow Otto for HR Service Delivery \(HRSD\), HR Service Delivery, Employee Service Management]
---

# Generate resolution notes using ServiceNow Otto for HRSD

Generate the resolution notes for a case using the resolution notes generation skill. You can improve the quality of the resolution notes by providing a summary of the issue and the steps that were taken to resolve the case.

## Before you begin

[Configure resolution notes generation for ServiceNow Otto for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/resolution-notes-nacm-config.md)

Role required: sn\_hr\_core.case\_writer

## About this task

**Important:** This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see [AI agents, skills, and agentic workflows on by default](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/now-assist-skills-on-by-default.md).

You can make a copy of this skill to configure it to meet your business needs. For more information, see [Make a copy of an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/make-a-copy-of-a-now-assist-skill.md).

## Procedure

1.  **All** > **HR Case Management** > **Agent Workspace for HR Case Management**

2.  Open an HR case that is assigned to you.

3.  After you finish working on the case, change the state of the case to **Closed Complete**.

4.  Select one of the following in the **Add resolution notes** window.

<table id="choicetable_tz3_gql_khc"><thead><tr><th align="left" id="d367765e127">

Option

</th><th align="left" id="d367765e130">

Description

</th></tr></thead><tbody><tr><td id="d367765e136">

**Save notes**

</td><td>

Add resolution notes to the **Close notes** field.**Note:** Review the generated text and make sure it's accurate. You may edit the notes or delete them to provide your own.

</td></tr><tr><td id="d367765e150">

**Skip notes**

</td><td>

Skip adding resolution notes to the case.

</td></tr></tbody>
</table>5.  Select the **Add resolution notes to work notes** check box to include the resolution notes in the **Work notes** field.

    \[Omitted image "gen-resolution-note2.png"\] Alt text: AI-generated resolution notes appear.

6.  Edit the resolution notes using the ServiceNow Otto context menu.

    Resolution notes can be generated from the ServiceNow Otto context menu even when the case isn’t in **Closed Complete** state.

    1.  In the **Close notes** field, select the ServiceNow Otto icon\(\[Omitted image "now-assist-icon.png"\] Alt text: Servicenow Otto icon\).

    2.  Select **Refine** to elaborate or shorten the text.

    3.  Select **Insert** to add the generated content into the **Close notes** field.


**Parent Topic:**[Use ServiceNow Otto for HR Service Delivery \(HRSD\) in Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/use-now-assist-hr.md)

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