Summarization Troubleshooting Guide<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Table of Contents Summarize Button or AI Summary Card Not VisibleInvalid JSON / LLM Response Errors (Error 200001)Plugin Installation or Upgrade IssuesSkill and Prompt Configuration IssuesLocalization and UI Display IssuesVersion and Compatibility Reference 1. Summarize Button or AI Summary Card Not Visible Environment Now Assist SummarizationIncident / Case / Task recordsWorkspace or Now Assist Panel Issue The Summarize button or AI Summary Card is not visible when viewing a record in the workspace or form. Initial Checks Verify the following before troubleshooting further: The Now Assist skill is activated for the relevant table.The record is opened from the correct workspace.The AI Summary Card component has been added to the workspace page in UI Builder.The sn-wwna plugin is installed and compatible with the current platform release. Resolution Activate the Skill Navigate to Now Assist Admin → SkillsSelect the relevant skill group (for example, Customer Service or ITSM).Locate the summarization skill (for example, Case Summarization).Confirm the skill status is Active.If inactive, click Activate and save. Add AI Summary Card to Workspace Page Open UI Builder.Navigate to the custom workspace experience.Locate the record page variant for the table (Incident or Case).Add the AI Summary Card component to the page layout.Save and Publish the page. Open the workspace and verify the Summarize button appears on the record. Note Each custom workspace must be configured individually.Changes to the Out-of-Box workspace page do not automatically apply to custom pages. Issue After Platform or UXC Upgrade If the summarization card disappeared after an upgrade, perform the following steps. Step 1 – Upgrade sn-wwna Plugin Navigate to System Applications → All Available Applications.Search for sn-wwna.Upgrade to the version compatible with the current platform release. Step 2 – Revert Customization to TaskSummarize Navigate to Script Includes → TaskSummarize.If the script include was customized, select Revert to base system.Re-test summarization on an incident record. Important Validate changes in a non-production environment before applying them in production. Now Assist Panel Does Not Generate Summary Resolution Navigate to Now Assist Admin → Skills → ITSM → Incident SummarizationUnder Display Experience, enable Now Assist Panel.Save and test summarization again. Note The Now Assist Panel experience and in-form Summarize button are configured separately. 2. Invalid JSON or LLM Response Errors (Error 200001) Issue Summarization fails with the following error: Error Code 200001 – Invalid JSON returned by model Cause This error typically occurs due to one of the following conditions: Response token limit is too lowThe record contains a large payload (many journal entries)A NowLLM model issue affecting specific records How to Identify the Root Cause Navigate to sys_generative_ai_log.Locate the failed summarization request.Inspect the model_output field. If the JSON response appears truncated or incomplete, the response exceeded the configured token limit. Open the associated Generative AI Configuration record.Review the Response Max Tokens value. Resolution Navigate to the Generative AI Configuration used by the summarization skill.Increase Response Max Tokens (example: 1000 or higher).Save the configuration.Re-test summarization. Recommendation Whenever prompts are customized to produce longer responses, ensure the token limit is increased accordingly. Known Platform Issue – Malformed JSON from NowLLM Symptoms Occurs only on specific recordsNot related to payload sizeToken limit has not been reached Workaround Disable json_format_supported Flag Navigate to sys_generative_ai_log.Open the failed request record.Open the associated Prompt Configuration.Open the linked Generative AI Configuration.In Additional Configurations, set: json_format_supported = false Update Postprocessor Script Navigate to sys_one_extend_capability_definition for the summarization capability.Enable Advanced settings.Update the postprocessor script to: Remove markdown code fences from the model responseCount opening and closing bracesAppend missing closing braces before parsing JSON Note A permanent fix from the NowLLM training team is expected in a future release. 3. Plugin Installation or Upgrade Issues Issue Summarization stops working after plugin installation or upgrade. Checks Verify the following: Platform AI Agents and Skills plugin is installedNo errors exist in sys_upgrade_historyScript fields (such as sys_generative_ai_validator) are not truncated Resolution Navigate to System Applications → All Available Applications.Locate the affected plugin.Run Repair. If the issue persists: Perform a plugin reinstallationVerify all dependent plugins are also healthy. 4. Skill and Prompt Configuration Issues Save to Work Notes Button Not Working Cause System property glide.ui.journal.use_html is disabled. Resolution Navigate to System Properties.Locate property: glide.ui.journal.use_htmlSet value to true.Save and re-test the feature. Note: Evaluate performance impact before enabling in all environments. Summarization Output Removes Line Breaks Cause Prompt instructions do not specify structured output. Resolution Update the prompt to explicitly instruct the model to return structured output. Example: “Return the summary as a bulleted list with each key interaction on a separate line.” Save the prompt and test summarization again. Cross-Scope Access Error in Incident Summarization Cause A referenced table enforces Application Scope Only access. Resolution Options Option 1 – Modify Table Access Work with the owning team to allow cross-scope access. Option 2 – Redesign Input Template Update the input template to retrieve data from a table with broader access permissions. Important Creating Application Cross-Scope Privilege records will not bypass a table configured with Application Scope Only. 5. Localization and UI Display Issues Issue The More Info tooltip appears only in English regardless of the user's language settings. Resolution Option 1 – Upgrade Plugin (Recommended) Upgrade the Now Assist plugin to the latest version containing the localization fix. Option 2 – Manual Workaround Update UI Macro: sys_ui_macro_72c94bbb773071108c7921e9ff5a997bTo support translated messages: Create a new variable set on the skill configurationAdd translated message variablesRemove conflicting variables from the OOB variable set 6. Version and Compatibility Reference Identifying the Version Containing a Fix Obtain the PRB or DEF number.Check the Build Tracker system.Identify the version where the fix was delivered.Compare it with the customer's plugin version. Version Naming Convention Version Meaning YPx Yokohama Patch ZPx Zurich Patch Store App Version Independent plugin version Examples YP8 = Yokohama Patch 8ZP1 = Zurich Patch 1 Store applications such as v11.0.15 or v12.0 follow a separate release cycle.