Overview

Now Assist for Field Service Management (FSM) enables technicians to generate AI-powered closure notes for work order tasks, helping them document completed work quickly and consistently.

This article provides the configuration steps required to enable the Generate Closure Notes action for both Close complete and Close incomplete work order tasks in the FSM Mobile application.

Prerequisites

• Ensure Now Assist for Field Service Management (FSM) is installed and configured.
• Ensure the Work Order Task Summarization skill is activated.
• Ensure you have the required access to configure System Mobile screens and actions.

Step 1: Access the Screens module

Navigate to:

All → System Mobile → Screens

The Screens module contains the mobile screens and actions used by the Field Service Mobile application.

 

Step 2: Open the Close complete screen

1. Search the Name column for Close complete.
2. Open the Close complete record.

The Close complete screen controls the actions available when a technician completes a work order task.

 

Step 3: Open the Close complete action

1. Open the Actions tab.
2. Locate the action named gen_ai_user_action_close_complete.
3. Open the action record.

The gen_ai_user_action_close_complete action is used to generate AI-powered closure notes.

 

Step 4: Edit the AI action record

After opening gen_ai_user_action_close_complete, select the here link in the notification at the top of the record.

 

1. This opens the corresponding Input Form Action record.
2. Review the action configuration.

Review the action configured with:

• Name: gen_ai_user_action_close_complete
• Label: Generate closure notes
• Application: ServiceNow Otto for Field Service Management
• Input Form Screen: Close complete
• Attribute: userActionId
• Value: summarize

This configuration associates the mobile action with the Now Assist summarization capability.

 

Step 5: Activate the action

1. Select the Active checkbox.
2. Click Update.

This activates the Generate closure notes action for the Close complete screen.

 

Step 6: Enable the Close incomplete action

Perform the same configuration for the Close incomplete action.

Navigate back to:

All → System Mobile → Screens

1. Search for Close incomplete.
2. Open the Close incomplete screen.
3. Select the Actions tab.
4. Locate the corresponding AI action.
5. Open the action record.
6. Select the here link to open the associated Input Form Action.
7. Select Active.
8. Click Update.

 

Result

After completing the configuration, the Generate closure notes action is available on the Close complete and Close incomplete screens in the FSM Mobile application.

Technicians can use Now Assist to generate closure notes based on information captured in the work order task, helping them document the work performed and closure details more efficiently.

 

Note

Review the AI-generated closure notes for accuracy before submitting the work order task.