Summarize an incident when reassigning it by using ServiceNow Otto for IT Service Management \(ITSM\)

---
title: Summarize an incident when reassigning it by using ServiceNow Otto for IT Service Management \(ITSM\)
description: Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/reassign-incident-now-assist-itsm.html
release: australia
product: Now Assist for IT Service Management \(ITSM\)
classification: now-assist-for-it-service-management-itsm
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Now Assist, Agentic AI, generative AI, Gen AI]
breadcrumb: [Summarize an incident, Use generative AI skills, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Summarize an incident when reassigning it by using ServiceNow Otto for IT Service Management \(ITSM\)

Provide information about the incident when assigning it to another agent or assignment group by summarizing all actions until hand off. For example, an agent can summarize an incident when reassigning it to another agent if the incident is incorrectly assigned or needs troubleshooting by another agent or assignment group.

## Before you begin

Role required: itil

## About this task

You can reassign an incident in Core UI and Service Operations Workspace for ITSM.

## Procedure

1.  In Core UI or Service Operations Workspace for ITSM, open an incident that is assigned to you.

2.  Perform one of the following steps.

<table id="choicetable_ftd_4w2_lzb"><thead><tr><th align="left" id="d153459e106">

Option

</th><th align="left" id="d153459e109">

Description

</th></tr></thead><tbody><tr><td id="d153459e115">

**From the Overview tab of an incident in Service Operations Workspace for ITSM**

</td><td>

Select **Reassign**.

</td></tr><tr><td id="d153459e132">

**From the Details tab of an incident in Service Operations Workspace for ITSM**

</td><td>

1.  Edit the **Assigned to** or **Assignment group** fields.
2.  Select **Save**.


</td></tr><tr><td id="d153459e164">

**Core UI**

</td><td>

1.  Edit the **Assigned to** or **Assignment group** fields.
2.  Select **Update** or right-click the header menu and select **Save**.


</td></tr></tbody>
</table>    A summary of the incident is generated in the **Work notes** field in the Assign dialog box.

    **Note:** If your system administrator has enabled the **glide.ui.advanced** system property and if the incident is saved without any changes to the **Assigned to** or **Assignment group** fields, the Assign dialog box isn't displayed and the incident is saved directly.

3.  Edit the **Assigned to** or **Assignment group** fields if necessary.

4.  Select **Save**.

    The generated incident summary is posted as work notes for the incident.