Summarize Request Management records by using ServiceNow Otto for IT Service Management \(ITSM\)

---
title: Summarize Request Management records by using ServiceNow Otto for IT Service Management \(ITSM\)
description: Summarize all information related to the context of requests to get a consolidated real-time status by using the Request Management summarization skills in the ServiceNow Otto for IT Service Management \(ITSM\) application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/summarize-request-related-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: "2026-09-10"
reading_time_minutes: 2
keywords: [ServiceNow Otto, AI Agents, generative AI, agentic AI]
breadcrumb: [Use generative AI skills, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Summarize Request Management records by using ServiceNow Otto for IT Service Management \(ITSM\)

Summarize all information related to the context of requests to get a consolidated real-time status by using the Request Management summarization skills in the ServiceNow Otto for IT Service Management \(ITSM\) application.

## Before you begin

Role required: itil

## About this task

Summarization for Request Management involves individual skills used to summarize the following record types:

-   Requests
-   Requested items
-   Catalog tasks

These Request Management summarization skills provide you with concise summaries generated from the information entered in the corresponding record fields. For more information about which fields are referenced, 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).

## Procedure

1.  In Core UI or Service Operations Workspace for ITSM, open a Request Management record that is assigned to you.

2.  Select **Summarize**.

    \[Omitted image "itsm-request-summarize.png"\] Alt text: Summarize action in the Details tab.

    -   In the Core UI, the summary appears in a banner of the Request Management record.

        \[Omitted image "itsm-request-summary-core-ui.png"\] Alt text: Request summary in the Core UI that provides the context and next steps.

    -   In Service Operations Workspace for ITSM, the summary is generated in the **Details** tab.

        \[Omitted image "itsm-request-summary.png"\] Alt text: Request summary in Service Operations Workspace for ITSM that provides the context and next steps.

3.  When you're finished summarizing a record, you can add the summary to your work notes, copy it, or provide feedback.

<table id="choicetable_h4z_krw_53c"><thead><tr><th align="left" id="d306475e195">

Option

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Procedure

</th></tr></thead><tbody><tr><td id="d306475e204">

**Add summary to work notes**

</td><td>

1.  Select **Share**.
2.  In the Share to work notes dialog box, edit the summary as needed.
3.  Select **Save to work notes**.


</td></tr><tr><td id="d306475e231">

**Expand or collapse**

</td><td>

Select the expand card icon \(\[Omitted image "icon-expand.png"\] Alt text: expand card icon.\) to view the complete summary. Select the collapse card icon \(\[Omitted image "icon-collapse.png"\] Alt text: collapse card icon.\) to view a collapsed summary.

</td></tr><tr><td id="d306475e254">

**Provide feedback**

</td><td>

If you think that the summary was helpful, select the helpful icon \(\[Omitted image "icon-helpful.png"\] Alt text: Helpful icon.\). If you think that the summary wasn’t helpful, select the not helpful icon \(\[Omitted image "icon-not-helpful.png"\] Alt text: Not helpful icon.\).**Note:** This feedback improves the generative AI model and can help to improve future versions of this skill.

</td></tr><tr><td id="d306475e277">

**Copy summary**

</td><td>

If you want to reuse the summary, select the copy to clipboard icon \(\[Omitted image "icon-copy.png"\] Alt text: Copy to clipboard icon.\).

</td></tr><tr><td id="d306475e293">

**View more information about the summary**

</td><td>

If you want to check more details about the summary, select the more info icon \(\[Omitted image "icon-more-info.png"\] Alt text: More info icon.\).

</td></tr></tbody>
</table>