--- title: Customize the ServiceNow Otto for IT Service Management \(ITSM\) change request summarization skill description: Enhance the efficiency of the change request summarization skill by customizing it with different inputs and prompts using the skill configuration guided setup. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/cust-now-assist-change-request-summarization-skill.html release: australia product: Now Assist for IT Service Management \(ITSM\) classification: now-assist-for-it-service-management-itsm topic_type: task last_updated: "2026-03-12" reading_time_minutes: 5 breadcrumb: [Configure, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management] --- # Customize the ServiceNow Otto for IT Service Management \(ITSM\) change request summarization skill Enhance the efficiency of the change request summarization skill by customizing it with different inputs and prompts using the skill configuration guided setup. ## About this task You can modify and edit prompts in the AI Skill Kit by selecting the **Edit prompt in AI Skill Kit** option in step 6. ## Before you begin Role required: sn\_nowassist\_admin.nsa\_admin You need the sn\_skill\_builder.admin role to customize the prompt in the AI Skill Kit. ## Procedure 1. Navigate to **All** > **AI Admin Hub** > **Skills**. 2. In the **Technology** feature group, select **ITSM** from the product list. 3. Activate and copy the change request summarization skill for customization. 1. In the All available skills section, locate the skill that you would like to activate and select **Activate skill**. You can choose to make a copy of the skill before activating it. 2. Select the More actions icon \[Omitted image "more-actions-icon.png"\] Alt text: More actions icon. for the skill in the Active skills section, and create a copy that you can customize by selecting **Make a copy**. A confirmation message is displayed. 3. Select the **Make a copy** button in the confirmation message. A guided setup leads you through the configuration of the general details, input, prompt, availability, display, review, and activation of the customized skill. 4. In the General details step, fill in the fields. For information about the inputs and triggers for each skill, see [Skill inputs and triggers for ServiceNow Otto for IT Service Management \(ITSM\)](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-skills.md). 1. Enter a name and description for the skill. 2. Select **Save and continue** to go to the next step. 5. Choose the change request input data. Configure the base input table and fields that are used as the source to generate a response for the input template states - Assess, Authorize & Scheduled, Implement & Review, Closed. Each skill relies on a base input table and input fields with descriptions to provide context for the Now LLM Service to generate a response. Select only those related tables that are offered with the base system as part of the input data. 1. Add base input table fields. The following base input fields values are available by default: - Short description - Description - Work notes - Additional comments - Risk - Impact - Justification - Implementation plan - Risk and impact analysis - Test plan - Backout plan - Close code - Close notes - Service offering - State - Conflict status - Type You can edit or remove the Work notes, Additional comments, Risk, Impact, Justification, Implementation plan, Risk and impact analysis, Test plan, Backout plan, Close code, Close notes, Service offering, State, Conflict status, and Type fields. You can also add new fields and descriptions for them by selecting **+New base input field**. **Important:** If you add a new field with the same name as an existing field, the name and description of the new field will override the description of the existing field. 2. Add rule conditions to determine when the input template is used. By default, record state determines which input template the LLM uses. 3. Add additional input data sources. The data sources could include related tables, activity streams, and relationships. The Change Risk Details, Conflict, Applied Change Policy, Impacted CIs, and Affected CIs related input tables are available by default. You can edit these tables or add new related tables, activity streams, or relationships by selecting **+New data source** and then selecting the desired option.
Data source Description
Related Table Fields for a related list: - Select related input table - Related table field - Field description Configuring the related table fields follows the same format as the base input table fields in the Choose input step. **Important:** When you add a new related table with the same name as an existing table, the fields and the descriptions in the new table will override the fields and descriptions in the existing table.
Relationship Relationship between the input table and the table field.
Activity: Email Email that is attached to the change request in the change summarization.
Activity: Attachment Attachment added to the change request.
4. Select **Save and continue** to go to the next step. 6. Customize the prompt. Review and test the prompt for each input template configuration.
To Do this
**Evaluate a prompt for each input template** 1. Select a change record in any of the states such as: - Assess - Authorize & Scheduled - Implement & Review - Closed 2. Select **Run Test**. Review and test the prompt for each input template configuration and make sure it meets your expectations.The prompt response is shown. You can make changes to the change state selections and retest as needed.
**Edit the prompt in the AI Skill Kit and then test the prompt** 1. Select **Edit prompt in AI Skill Kit**. 2. Select **Go to AI Skill Kit**. 3. In the **Skill contents** pane, select the **Edit Skill Input** icon and add any inputs that you'd like to add to the prompt. 4. In the **Prompt** screen, clone the required prompt and save it. 5. Select **Run test**. The prompt displays in the Test prompt screen.
7. Define availability. Define how the skill will be available to users. 1. Configure the skill to be always available to users, or select the conditions that must be met before the skill is available. Selecting **Customize skill availability** displays a condition builder to filter the data further. 2. Select **Save and continue** to go to the next step. 8. Define access. 1. Add access control lists \(ACLs\) to determine who has access to this skill in the User access - Access Control List \(ACL\) section by selecting the **Edit ACL** icon. Roles selected here will be available in the ‘Select display’ step. 2. Define which data and resources the role can access in the **Role restrictions to skill** field. 9. Select display. Configure where to display the change request summarization skill. 1. Enable either the **In-product desktop**, or **ServiceNow Otto panel** option. - **In-product desktop**: When selected, AI skills are displayed in all ITSM products \(on forms and in workspaces\). For the skills that appear in-product, select the down arrow to identify the roles that can use the skill. - **ServiceNow Otto panel**: When selected, AI skills are available in the ServiceNow Otto panel. If you don't see this option, you must activate the ServiceNow Otto panel. For more information, see [Activate the ServiceNow Otto panel standard chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/activate-now-assist-panel.md). For the skills that appear in the ServiceNow Otto panel, select the down arrow to identify the roles that can use the skill. 2. Select **Save and continue** to go to the next step. 10. Review and activate. Review your choices and select **Activate** to complete the skill customization.