Data ingestion for manager insights skill for HRSD - Support and Troubleshooting

Data ingestion for manager insights skill for HRSD .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: ; } } Knowledge Base: Adding Custom Data to Manager Insights Skill Overview This article explains how to add custom data points to the Manager Insights skill so they are included in the AI-generated insights. By implementing the Manager Insights extension point, you can add organization-specific metrics and activities to the context sent to the Large Language Model (LLM).

Use Case The Manager Insights skill provides AI-generated summaries of team activities for managers. Out-of-the-box (OOTB), it includes standard HR metrics. However, organizations may have custom data points (e.g., wellness activities, expense submissions, learning completions) that they want to include in the AI-generated insights.

Example Scenario: Custom metrics like "Wellness Activities" or "Expense Submissions" are visible on the manager overview page but are not currently included in the AI-generated insights. This guide shows how to add them. Prerequisites ServiceNow instance with Now Assist for HR Service Delivery (HRSD) {com.sn_hr_gen_ai} and Manager Hub {com.sn_mh} installed Administrator or appropriate role to create Script Includes and modify extension points Understanding of JavaScript and ServiceNow scripting Extension Point Details Extension Point Name: sn_hr_gen_ai.EmployeePersonaAssistant Sys ID: 016677c79f8b1210ab46fb0e6a0a1cfb Navigation: System Definition > Extension Points

API Methods The extension point requires implementation of two methods:

1. getProfileSummaries Returns the summary of activities for multiple users in a given time frame.

/** * @param {Array} userIds - Array of user sys_ids to retrieve data for * @param {Object} filters - Filter object containing startDate, endDate, and other filters * @returns {Object} Summary data keyed by userId */ getProfileSummaries: function(userIds, filters) { // Query your custom tables and return data for each user // Example structure: // { // "user_sys_id_1": { // "userId": "user_sys_id_1", // "customMetrics": { // "wellnessActivities": 5, // "expenseSubmissions": 3 // } // } // } } 2. getProfileTrends Returns trends data and prompts for a manager's team.

/** * @param {String} managerId - sys_id of the manager * @param {Object} reporteeData - Object containing reportee summary information * @returns {Object} Trends data including prompts and at-risk activities */ getProfileTrends: function(managerId, reporteeData) { // Analyze the reportee data and identify trends or at-risk activities // Example structure: // { // "prompts": [ // { // "type": "wellness_concern", // "message": "Some team members have low wellness participation", // "priority": "medium" // } // ], // "atRiskActivities": [ // { // "userId": "user_id", // "riskType": "pending_expenses", // "severity": "high" // } // ] // } } How It Works When a manager clicks "Generate Insights" in the Manager Insights widget:

Manager Insights Service retrieves the manager's team members (reportees) Extension Point Framework calls all active implementations of sn_hr_gen_ai.EmployeePersonaAssistant For each implementation: Calls getProfileSummaries(reporteeIds, filters) to collect custom activity data Merges the data with OOTB metrics using Object.assign() Calls getProfileTrends(managerId, reporteeData) to identify trends Context Assembly: All data is formatted and sent to the LLM as context AI Generation: The LLM generates insights based on the complete context Display: The insights are shown in the Manager Insights widget Important: Data from multiple implementations is merged using Object.assign() . Use unique keys (like userId) to avoid overwriting data from other implementations. Implementation Steps Step 1: Create Extension Point Implementation Navigate to System Definition > Extension Points Search for extension point with sys_id: 016677c79f8b1210ab46fb0e6a0a1cfb Click New under the "Implementations" related list Fill in the details: Name: Custom Manager Insights Data Provider API Name: CustomManagerInsightsDataProvider Active: true Application: Your scoped application Step 2: Create the Script Include Create a Script Include with the following structure:

Navigate to Now Assist > Skills Search for, open and duplicate the Manager Insights skill Edit the skill's System Prompt or Context Instructions Add instructions about your custom data points, for example: In addition to the standard HR metrics, the context includes custom data points: - wellnessActivities: Number of wellness activities completed by each team member - expenseSubmissions: Number of expense submissions by each team member When generating insights: - Mention wellness participation trends if notable - Flag team members with low wellness activity ( Without updating the skill prompts, the LLM may not effectively use your custom data in the generated insights. Testing the Implementation 1. Verify Extension Point Registration // Run in Scripts - Background var extensionPoint = new GlideRecord('sys_extension_point'); extensionPoint.get('016677c79f8b1210ab46fb0e6a0a1cfb'); gs.info('Extension Point: ' + extensionPoint.name); var impl = new GlideRecord('sys_extension_instance'); impl.addQuery('extension_point', extensionPoint.sys_id); impl.addQuery('active', true); impl.query(); while (impl.next()) { gs.info('Implementation: ' + impl.name + ' (Active: ' + impl.active + ')'); } 2. Test the Extension Point // Run in Scripts - Background // Test data - replace with actual sys_ids var managerId = 'manager_sys_id_here'; var reporteeIds = ['reportee1_sys_id', 'reportee2_sys_id']; var validatedFilters = { startDate: gs.daysAgo(30), endDate: gs.nowDateTime() }; // Get all extension point implementations var extensions = new GlideScriptedExtensionPoint().getExtensions('sn_hr_gen_ai.EmployeePersonaAssistant'); // Initialize result objects var trends = {}; var summary = {}; // Call each extension point implementation for (var i = 0; i < extensions.length; i++) { var ep = extensions[i]; try { ep.initialize(); // Handle getProfileSummaries if ('getProfileSummaries' in ep && typeof ep.getProfileSummaries === 'function') { var summaryData = ep.getProfileSummaries(reporteeIds, validatedFilters); if (summaryData) { gs.info('Summary data from ' + ep.type + ': ' + JSON.stringify(summaryData, null, 2)); Object.assign(summary, summaryData); } } // Handle getProfileTrends if ('getProfileTrends' in ep && typeof ep.getProfileTrends === 'function') { var reporteeData = summary; var trendsData = ep.getProfileTrends(managerId, reporteeData); if (trendsData) { gs.info('Trends data from ' + ep.type + ': ' + JSON.stringify(trendsData, null, 2)); Object.assign(trends, trendsData); } } } catch (exception) { gs.error('[Test] Exception calling extension point: ' + ep.type + ' - ' + exception); } } // Display final results gs.info('=== FINAL SUMMARY ==='); gs.info(JSON.stringify(summary, null, 2)); gs.info('=== FINAL TRENDS ==='); gs.info(JSON.stringify(trends, null, 2)); 3. Verify in Manager Insights UI Navigate to the Manager Hub (sn_mh_overview page) Open the Manager Insights widget (Team Brief widget with AI Summary Viewer) Click "Generate Insights" button Verify that the AI-generated summary includes references to your custom data points Check System Logs for any errors Troubleshooting Debugging Extension Point Calls Add logging to your implementation to track what data is being sent:

getProfileSummaries: function(userIds, filters) { gs.info('[CustomManagerInsights] getProfileSummaries called with ' + userIds.length + ' users'); var summaries = {}; // Your implementation gs.info('[CustomManagerInsights] Returning data for ' + Object.keys(summaries).length + ' users'); return summaries; } Check System Logs > System Log > All after generating insights to see your debug output.

Common Issues Issue: Custom data not appearing in AI insights Verify extension point implementation is active Check System Logs for JavaScript errors Ensure data structure matches expected format (userId as key) Verify you updated the Manager Insights skill prompts to instruct the LLM to use the custom data Test the extension point directly using the test script above Issue: Extension point not being called Verify the plugin com.sn_hr_gen_ai is active Check that the Script Include is in the correct application scope Ensure the extension point implementation record is active Summary To add custom data to Manager Insights:

Create an extension point implementation for sn_hr_gen_ai.EmployeePersonaAssistant Implement the two required methods ( getProfileSummaries and getProfileTrends ) Return data in the expected structure (userId as key for summaries) Update the Manager Insights skill prompts to instruct the LLM how to use your custom data Test thoroughly using the provided test scripts before deploying The extension point provides a clean, maintainable way to customize Manager Insights while preserving upgrade compatibility.

Additional Resources ServiceNow Documentation: Extension Points ServiceNow Documentation: Manager Hub ServiceNow Documentation: Now Assist for HR Service Delivery