---
availability: IDEA
description: A plugin that allows employees and support agents to quickly generate
AI-driven summaries of ServiceNow cases through the Moveworks AI Assistant. Users
can retrieve cases by number, subject, description, or ownership, and instantly
receive a concise summary that highlights the issue, resolution progress, and current
status.
name: Summarize a Case
purple_chat_link: https://marketplace.moveworks.com/purple-chat?conversation=%7B%22messages%22%3A%5B%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22I+want+to+summarize+a+ServiceNow+case%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3EHow+would+you+like+to+find+the+case%3F+You+can+search+by%3C%2Fp%3E%3Col%3E%3Cli%3E%3Cp%3E%3Cstrong%3Ecase+number%3C%2Fstrong%3E%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cstrong%3Esubject%3C%2Fstrong%3E%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cstrong%3Edescription%3C%2Fstrong%3E%3C%2Fp%3E%3C%2Fli%3E%3Cli%3E%3Cp%3E%3Cstrong%3Eyour%3C%2Fstrong%3E+%3Cstrong%3Eassigned+cases%3C%2Fstrong%3E.%3C%2Fp%3E%3C%2Fli%3E%3C%2Fol%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3Esubject+containing+Printer+not+working%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Searching+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EServiceNow%3C%2Fb%3E+for+cases+with+subject+or+description+containing+%27Printer+not+working%27...%22%7D%5D%7D%2C%7B%22richText%22%3A%22I+found+a+few+cases+related+to+%27Printer+not+working%27.+Please+tell+me+which+one+you%27d+like+to+summarize%3A%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E1.+%3Cb%3EINC00789%3C%2Fb%3E+-+Printer+in+Marketing+Department+not+responding+%28Open%29%3C%2Fli%3E%3Cli%3E2.+%3Cb%3EINC00790%3C%2Fb%3E+-+Network+printer+connectivity+issues+%28In+Progress%29%3C%2Fli%3E%3Cli%3E3.+%3Cb%3ERITM00123%3C%2Fb%3E+-+Request+for+new+printer+installation+-+Accounting+%28Closed+Complete%29%3C%2Fli%3E%3C%2Ful%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22The+first+one%2C+INC00789%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22reasoningSteps%22%3A%5B%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Retrieving+details+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EINC00789%3C%2Fb%3E+from+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EServiceNow%3C%2Fb%3E...%22%7D%5D%7D%2C%7B%22richText%22%3A%22Here+is+a+summary+for+%3Cb+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3EINC00789%3C%2Fb%3E%3A%3Cul+xmlns%3D%5C%22http%3A%2F%2Fwww.w3.org%2F1999%2Fxhtml%5C%22%3E%3Cli%3E%3Cb%3EIssue+Summary%3C%2Fb%3E%3A+User+Jane+Doe+in+the+Marketing+Department+is+reporting+that+the+HP+Laserjet+printer+is+not+responding+to+print+jobs+and+displays+an+%5C%22Printer+Offline%5C%22+error%2C+despite+initial+network+checks+appearing+normal.%3C%2Fli%3E%3Cli%3E%3Cb%3ECurrent+Status%3C%2Fb%3E%3A+Initial+troubleshooting+%28network+connectivity%2C+printer+restart%2C+print+spooler+service+restart%29+did+not+resolve+the+issue.+The+case+is+currently+open+and+has+been+escalated+to+the+Network+Team+for+further+investigation.%3C%2Fli%3E%3Cli%3E%3Cb%3EOther+important+details%3C%2Fb%3E%3A%3Cul%3E%3Cli%3E%3Cb%3ECustomer%3C%2Fb%3E%3A+Jane+Doe%3C%2Fli%3E%3Cli%3E%3Cb%3EOwner%3C%2Fb%3E%3A+Desktop+Support%3C%2Fli%3E%3Cli%3E%3Cb%3EDue+Date%3C%2Fb%3E%3A+10%2F27%2F2023%3C%2Fli%3E%3Cli%3E%3Cb%3EPriority%3C%2Fb%3E%3A+Moderate+%283%29%3C%2Fli%3E%3C%2Ful%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EResolution+or+Next+Steps%3C%2Fb%3E%3A+The+Network+Team+is+currently+investigating+the+underlying+connectivity+problem.%3C%2Fli%3E%3C%2Ful%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22INC00789%22%7D%5D%7D%5D%7D%5D%7D
solution_tags:
- IT
systems:
- servicenow
---