Now Assist "Task record summarization" causing issues on Approval records - Support and Troubleshooting

Now Assist "Task record summarization" causing issues on Approval records Issue Problem We are experiencing an issue where, if a ticket is not containing the document_id field, then a user who goes into the Approval record, will find that the ticket has been frozen as such: - None of the buttons/UI Actions work (user cannot approve/reject) - Business rules do not process

This issue is only occurring for users that have the 'record summarization' related Skill as part of Now Assist. For tickets that do have 'document_id' filled in, the 'record summarization' still does not show up on the summary view, but the Approval ticket works as expected.

Steps to reproduce: 1. Go to the approvals (sysapproval_approver) table 2. Query records without value on document_id 3. Open any entry and observe the issue happens

Release Generic

Cause Root Cause The issue is caused by a customization of the 'nowassist_record_summarize' macro, which is failing when the document_id field is not present, leading to a broken form and non-functional UI Actions and business rules.

Resolution Steps to Resolve

Revert the customized macro 'nowassist_record_summarize' to the out-of-the-box (OOTB) version on the instance

1. Go to macro: 'nowassist_record_summarize' => https://_INSTANCE_.service-now.com/sys_ui_macro.do?sys_id=72c94bbb773071108c7921e9ff5a997b

2. Revert to the OOTB version