--- availability: INSTALLABLE description: A plugin that allows IT administrators and problem managers to generate concise summaries of ServiceNow Problem Records via the Moveworks AI Assistant. This automation consolidates linked incidents, RCA notes, change requests, and related tasks, providing a clear, one-glance view of the problem's current status, impact, and next steps to support faster investigation tracking and stakeholder communication. installation_asset_uuid: b3b3b020-9d7d-419d-8208-37a65b80ad72 name: Summarize a Problem Record 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%22Summarize+a+problem+in+servicenow%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3EI+can+summarize+a+ServiceNow+problem%2C+but+first+I+need+to+know+which+assignment+group+and+which+specific+problem+to+use.+%3Cb%3EHere+are+the+assignment+groups+you+are+part+of%3A%3C%2Fb%3E%3Cbr+%2F%3E1.+Problem+Solving+%C2%A0%3Cbr+%2F%3E2.+CAB+Approval+%C2%A0%3Cbr+%2F%3E3.+Software+%C2%A0%3Cbr+%2F%3E4.+Agent+Chat+Group+%C2%A0%3Cbr+%2F%3E5.+Business+Application+Registration+Approval+Group+%C2%A0+%3Cbr+%2F%3E%3Cbr+%2F%3E%3Cb%3EPlease+reply+with+the+number+of+the+assignment+group+you%E2%80%99re+interested+in+%281%E2%80%935%29.%3C%2Fb%3EAfter+that%2C+tell+me+one+of+the+following+so+I+can+pick+the+right+problem+record%3A%3C%2Fp%3E%3Cul%3E%3Cli%3E%3Cp%3EA+specific+%3Cb%3Eproblem+number%3C%2Fb%3E+%28e.g.%2C+%3Ccode%3EPRB0012345%3C%2Fcode%3E%29%2C+or%C2%A0%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%3Cul%3E%3Cli%3E%3Cp%3EA+few+%3Cb%3Ekeywords+from+the+problem%E2%80%99s+short+description%3C%2Fb%3E%2C+or%C2%A0%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%3Cul%3E%3Cli%3E%3Cp%3ESay+%3Cb%3E%E2%80%9Cproblems+assigned+to+me%E2%80%9D%3C%2Fb%3E+if+you+want+me+to+summarize+one+of+the+problems+currently+assigned+to+you%3Cbr+%2F%3E%3C%2Fp%3E%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%221%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3EOkay%2C+you+selected+%27Problem+Solving%27+%28Assignment+Group+1%29.+Now%2C+how+would+you+like+to+identify+the+problem+record%3F+You+can+provide+a+specific+%3Cstrong%3Eproblem+number%3C%2Fstrong%3E+%28e.g.%2C+%3Ccode%3EPRB0012345%3C%2Fcode%3E%29%2C+a+few+%3Cstrong%3Ekeywords+from+the+problem%E2%80%99s+short+description%3C%2Fstrong%3E%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3Eproblems+from+the+above+assignment+group%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+ServiceNow+for+problem+records+assigned+to+the+current+user+within+the+%27Problem+Solving%27+assignment+group.%22%7D%5D%7D%2C%7B%22richText%22%3A%22I+found+these+problems+assigned+to+you.+Which+one+would+you+like+to+summarize%3F%3Col%3E%3Cli%3E%3Cb%3EPRB001001%3C%2Fb%3E+-+Network+Connectivity+Issues+-+%3Ci%3EIntermittent+connectivity+affecting+multiple+users+in+the+US+region.%3C%2Fi%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPRB001005%3C%2Fb%3E+-+Database+Performance+Degradation+-+%3Ci%3ESlowdowns+observed+on+the+primary+production+database+server.%3C%2Fi%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPRB001012%3C%2Fb%3E+-+Email+Delivery+Delays+-+%3Ci%3EInternal+and+external+email+delivery+experiencing+significant+delays.%3C%2Fi%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPRB001020%3C%2Fb%3E+-+VPN+Client+Authentication+Failure+-+%3Ci%3EUsers+unable+to+authenticate+with+VPN+client+after+recent+update.%3C%2Fi%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPRB001033%3C%2Fb%3E+-+Application+Crash+on+Login+-+%3Ci%3ESpecific+internal+application+crashing+for+a+subset+of+users+upon+login.%3C%2Fi%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%22Number+1%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%22User+selected+%27PRB001001+-+Network+Connectivity+Issues%27.+Retrieving+detailed+information+from+ServiceNow.%22%7D%2C%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Consolidating+problem+description%2C+linked+incidents%2C+RCA+notes%2C+related+change+requests%2C+and+tasks.%22%7D%2C%7B%22status%22%3A%22pending%22%2C%22richText%22%3A%22Generating+a+concise+summary+based+on+the+retrieved+data+and+specified+criteria.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Ch4%3ESummary+for+PRB001001+-+Network+Connectivity+Issues%3C%2Fh4%3E%3Cul%3E%3Cli%3E%3Cb%3EOverview%3A%3C%2Fb%3E+This+problem%2C+currently+in+%27Investigating%27+state+with+%27High%27+priority+and+assigned+to+the+%27Network+Operations%27+group%2C+addresses+intermittent+network+connectivity+issues+impacting+various+users+across+the+US+region.%3C%2Fli%3E%3Cli%3E%3Cb%3ELinked+Incidents%3A%3C%2Fb%3E+A+total+of+45+incidents+are+linked%2C+predominantly+reporting+%27intermittent+network+drops%27+and+%27unable+to+access+shared+drives%27.+Resolution+progress+is+ongoing%2C+with+several+incidents+still+open+awaiting+problem+resolution.%3C%2Fli%3E%3Cli%3E%3Cb%3ERoot+Cause+Analysis%3A%3C%2Fb%3E+Initial+RCA+indicates+a+potential+misconfiguration+within+the+core+routing+infrastructure%2C+specifically+related+to+a+recent+firmware+upgrade+on+Router-X.+Further+investigation+is+required+to+confirm.%3C%2Fli%3E%3Cli%3E%3Cb%3ERelated+Change+Requests+%26amp%3B+Tasks%3A%3C%2Fb%3E+One+pending+change+req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solution_tags: - IT systems: - servicenow --- ## **Introduction** The “**Summarize Problem Record**” plugin enables IT admins and problem managers to quickly generate clear overviews of ServiceNow Problem Records through the **Moveworks AI Assistant**. It consolidates linked incidents, RCA notes, change requests, and tasks into a single snapshot, making it easy to understand the problem’s status, impact, and next steps. This guide will walk you through installing and configuring the plugin in **Agent Studio** in just a few minutes. Let’s get started! ## **Prerequisites** - Access to Agent Studio ## **What are we building?** ### **Agent Design** This [purple chat](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%22Summarize+a+problem+in+servicenow%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3EI+can+summarize+a+ServiceNow+problem%2C+but+first+I+need+to+know+which+assignment+group+and+which+specific+problem+to+use.+%3Cb%3EHere+are+the+assignment+groups+you+are+part+of%3A%3C%2Fb%3E%3Cbr+%2F%3E1.+Problem+Solving+%C2%A0%3Cbr+%2F%3E2.+CAB+Approval+%C2%A0%3Cbr+%2F%3E3.+Software+%C2%A0%3Cbr+%2F%3E4.+Agent+Chat+Group+%C2%A0%3Cbr+%2F%3E5.+Business+Application+Registration+Approval+Group+%C2%A0+%3Cbr+%2F%3E%3Cbr+%2F%3E%3Cb%3EPlease+reply+with+the+number+of+the+assignment+group+you%E2%80%99re+interested+in+%281%E2%80%935%29.%3C%2Fb%3EAfter+that%2C+tell+me+one+of+the+following+so+I+can+pick+the+right+problem+record%3A%3C%2Fp%3E%3Cul%3E%3Cli%3E%3Cp%3EA+specific+%3Cb%3Eproblem+number%3C%2Fb%3E+%28e.g.%2C+%3Ccode%3EPRB0012345%3C%2Fcode%3E%29%2C+or%C2%A0%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%3Cul%3E%3Cli%3E%3Cp%3EA+few+%3Cb%3Ekeywords+from+the+problem%E2%80%99s+short+description%3C%2Fb%3E%2C+or%C2%A0%3C%2Fp%3E%3C%2Fli%3E%3C%2Ful%3E%3Cul%3E%3Cli%3E%3Cp%3ESay+%3Cb%3E%E2%80%9Cproblems+assigned+to+me%E2%80%9D%3C%2Fb%3E+if+you+want+me+to+summarize+one+of+the+problems+currently+assigned+to+you%3Cbr+%2F%3E%3C%2Fp%3E%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%221%22%7D%5D%7D%2C%7B%22role%22%3A%22assistant%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3EOkay%2C+you+selected+%27Problem+Solving%27+%28Assignment+Group+1%29.+Now%2C+how+would+you+like+to+identify+the+problem+record%3F+You+can+provide+a+specific+%3Cstrong%3Eproblem+number%3C%2Fstrong%3E+%28e.g.%2C+%3Ccode%3EPRB0012345%3C%2Fcode%3E%29%2C+a+few+%3Cstrong%3Ekeywords+from+the+problem%E2%80%99s+short+description%3C%2Fstrong%3E%3C%2Fp%3E%22%7D%5D%7D%2C%7B%22role%22%3A%22user%22%2C%22parts%22%3A%5B%7B%22richText%22%3A%22%3Cp%3Eproblems+from+the+above+assignment+group%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+ServiceNow+for+problem+records+assigned+to+the+current+user+within+the+%27Problem+Solving%27+assignment+group.%22%7D%5D%7D%2C%7B%22richText%22%3A%22I+found+these+problems+assigned+to+you.+Which+one+would+you+like+to+summarize%3F%3Col%3E%3Cli%3E%3Cb%3EPRB001001%3C%2Fb%3E+-+Network+Connectivity+Issues+-+%3Ci%3EIntermittent+connectivity+affecting+multiple+users+in+the+US+region.%3C%2Fi%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPRB001005%3C%2Fb%3E+-+Database+Performance+Degradation+-+%3Ci%3ESlowdowns+observed+on+the+primary+production+database+server.%3C%2Fi%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPRB001012%3C%2Fb%3E+-+Email+Delivery+Delays+-+%3Ci%3EInternal+and+external+email+delivery+experiencing+significant+delays.%3C%2Fi%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPRB001020%3C%2Fb%3E+-+VPN+Client+Authentication+Failure+-+%3Ci%3EUsers+unable+to+authenticate+with+VPN+client+after+recent+update.%3C%2Fi%3E%3C%2Fli%3E%3Cli%3E%3Cb%3EPRB001033%3C%2Fb%3E+-+Application+Crash+on+Login+-+%3Ci%3ESpecific+internal+application+crashing+for+a+subset+of+users+upon+login.%3C%2Fi%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%22Number+1%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%22User+selected+%27PRB001001+-+Network+Connectivity+Issues%27.+Retrieving+detailed+information+from+ServiceNow.%22%7D%2C%7B%22status%22%3A%22success%22%2C%22richText%22%3A%22Consolidating+problem+description%2C+linked+incidents%2C+RCA+notes%2C+related+change+requests%2C+and+tasks.%22%7D%2C%7B%22status%22%3A%22pending%22%2C%22richText%22%3A%22Generating+a+concise+summary+based+on+the+retrieved+data+and+specified+criteria.%22%7D%5D%7D%2C%7B%22richText%22%3A%22%3Ch4%3ESummary+for+PRB001001+-+Network+Connectivity+Issues%3C%2Fh4%3E%3Cul%3E%3Cli%3E%3Cb%3EOverview%3A%3C%2Fb%3E+This+problem%2C+currently+in+%27Investigating%27+state+with+%27High%27+priority+and+assigned+to+the+%27Network+Operations%27+group%2C+addresses+intermittent+network+connectivity+issues+impacting+various+users+across+the+US+region.%3C%2Fli%3E%3Cli%3E%3Cb%3ELinked+Incidents%3A%3C%2Fb%3E+A+total+of+45+incidents+are+linked%2C+predominantly+reporting+%27intermittent+network+drops%27+and+%27unable+to+access+shared+drives%27.+Resolution+progress+is+ongoing%2C+with+several+incidents+still+open+awaiting+problem+resolution.%3C%2Fli%3E%3Cli%3E%3Cb%3ERoot+Cause+Analysis%3A%3C%2Fb%3E+Initial+RCA+indicates+a+potential+misconfiguration+within+the+core+routing+infrastructure%2C+specifically+related+to+a+recent+firmware+upgrade+on+Router-X.+Further+investigation+is+required+to+confirm.%3C%2Fli%3E%3Cli%3E%3Cb%3ERelated+Change+Requests+%26amp%3B+Tasks%3A%3C%2Fb%3E+One+pending+change+request+%28CHG000551%29+exists+to+roll+back+the+firmware+on+Router-X+if+the+RCA+confirms+it+as+the+cause.+Several+tasks+are+open+for+network+monitoring+and+diagnostic+data+collection.%3C%2Fli%3E%3Cli%3E%3Cb%3ENext+Planned+Actions%3A%3C%2Fb%3E%3Cul%3E%3Cli%3EComplete+diagnostic+data+collection+by+EOD+2024-08-15.%3C%2Fli%3E%3Cli%3EPerform+detailed+log+analysis+of+Router-X+to+identify+configuration+discrepancies.%3C%2Fli%3E%3Cli%3ESchedule+emergency+change+%28CHG000551%29+for+firmware+rollback%2C+if+justified%2C+by+2024-08-16.%3C%2Fli%3E%3C%2Ful%3E%3C%2Fli%3E%3Cli%3E%3Cb%3ERemediation+Recommendations%3A%3C%2Fb%3E+Based+on+current+findings%2C+immediate+focus+should+be+on+validating+the+router+firmware+as+the+root+cause.+If+confirmed%2C+a+rollback+is+recommended%2C+followed+by+a+phased+testing+approach+for+future+firmware+updates.+Consider+implementing+pre-production+testing+for+critical+network+infrastructure+changes.%3C%2Fli%3E%3C%2Ful%3E%22%7D%2C%7B%22citations%22%3A%5B%7B%22connectorName%22%3A%22servicenow%22%2C%22citationTitle%22%3A%22PRB001001+-+Network+Connectivity+Issues%22%7D%5D%7D%5D%7D%5D%7D) shows the experience we are going to build. ## **Installation Steps** We recommend setting up **ServiceNow** before installing this plugin. Please follow the [ServiceNow Connector](https://marketplace.moveworks.com/connectors/servicenow#how-to-implement) guide to configure the connection. For this plugin, ensure the user has the following permissions: - **Table Access**: `Read` access to the `sys_user_grmember`, `problem`, `incident`, `change_request`, `problem_task` tables to summarize problem records with related links. - **Field Access:** Sufficient access to retrieve user details, problems and related links from ServiceNow. **Your Instance Configuration:** All ServiceNow API endpoints in this plugin use `` as a placeholder. After installation, replace `` in the action definitions with your actual ServiceNow instance name. To find your instance name: - Log in to your ServiceNow account. - Check the URL in your browser — the instance name appears before `.service-now.com`, e.g.: `https://**your_instance**.service-now.com/...` Make sure to update this across all actions that reference the ServiceNow API. Once the connector is successfully configured, follow our [plugin installation documentation](https://help.moveworks.com/docs/ai-agent-marketplace-installation) for detailed steps on how to install and activate the plugin in **Agent Studio**. ## **Appendix:-** ### **API #1 : Get a User's Assignment Groups** ```bash curl --location 'https:///api/now/table/sys_user_grmember?sysparm_display_value=all&sysparm_query=user.email%3D{{USER_EMAIL}}&sysparm_fields=group' \ --header 'Authorization: Bearer ' ``` **Query Parameters:** - `USER_EMAIL`(string) – Email address of the user whose assignment groups need to be retrieved. - `sysparm_fields` – Returns only the assignment group reference. - `sysparm_display_value=all` – Includes both display values and sys_ids for referenced fields. ### **API #2 : Get Problems** ```bash curl --location 'https:///api/now/table/problem?sysparm_query={{FILTER_QUERY}}%5EORDERBYsys_created_on&sysparm_display_value=true&sysparm_fields=number%2Cstate%2Csys_created_by%2Cimpact%2Cpriority%2Cshort_description%2Cdescription%2Cassigned_to.name%2Cassignment_group.name%2Csys_id%2Curgency%2Ccompany%2Capproval%2Cdue_date%2Ccategory&sysparm_limit=100' \ --header 'Authorization: Bearer ' ``` **Query Parameters:** - `FILTER_QUERY` **(string)** – Filter assets by specific property values. - You can filter by **Problem number**, **Problem short description, Assignment group or Assigned to the user**. - Example filters: - `^assignment_groupIN{{assignment_group_id}}` – Returns problems by assignment group id. - `number={{problem_number}}^assignment_groupIN{{assignment_group_id}}` – Returns problems by problem number from specific assignment group. - `short_descriptionLIKE{{short_description}}^assignment_groupIN{{assignment_group_id}}` – Returns problems by short description from a specific assignment group - `assigned_to.email={{user_email}}` – Returns only the problems assigned to the user. - `sysparm_fields` – Fields to include in the response. - `sysparm_display_value=true` – Returns human-readable display values. - `sysparm_limit=100` – Limits the response to 100 records. **Note:** This workflow utilizes a Dynamic Resolver Strategy with **Context Passing** to automatically retrieve **Problem records** filtered by the value selected in the 'assignment_groups' slot. ### **API #3 : Get Related Incidents for a Problem** ```bash curl --location 'https:///api/now/table/incident?sysparm_query=problem_id%3D{{PROBLEM_SYS_ID}}%5EORDERBYsys_created_on&sysparm_display_value=true&sysparm_fields=number%2Cstate%2Cimpact%2Cpriority%2Cshort_description%2Cdescription%2Cwork_notes%2Ccomments%2Cassigned_to.name%2Cassignment_group.name%2Csys_id%2Curgency%2Cincident_state%2Ccompany.name%2Cdue_date&sysparm_limit=100' \ --header 'Authorization: Bearer ' ``` **Query Parameters:** - `PROBLEM_SYS_ID` – Sys ID of the problem used to retrieve all related incidents. - `sysparm_fields` – Returns incident details such as state, priority, assignment, and notes. - `sysparm_display_value=true` – Returns human-readable display values. - `sysparm_limit=100` – Limits the response to 100 incidents. ### **API #4 : Get Related Change Requests for a Problem** ```bash curl --location 'https:///api/now/table/change_request?sysparm_query=parent%3D{{PROBLEM_SYS_ID}}%5EORDERBYsys_created_on&sysparm_display_value=true&sysparm_fields=number%2Cstate%2Cshort_description%2Cdescription%2Cimpact%2Cpriority%2Cwork_start%2Cwork_end%2Cassigned_to.name%2Cassignment_group.name%2Csys_id%2Curgency%2Ccompany.name%2Ccomments%2Cclose_notes%2Crisk%2Ccategory&sysparm_limit=100' \ --header 'Authorization: Bearer ' ``` **Query Parameters:** - `PROBLEM_SYS_ID` – Sys ID of the problem used to retrieve related change requests. - `sysparm_fields` – Returns change metadata including risk, schedule, assignment, and status. - `sysparm_display_value=true` – Returns human-readable display values. - `sysparm_limit=100` – Limits the response to 100 change records. ### **API #5 : Get Related Tasks for a Problem** ```bash curl --location 'https:///api/now/table/problem_task?sysparm_display_value=true&sysparm_query=problem%3D{{PROBLEM_SYS_ID}}%5EORDERBYDESCsys_created_on&sysparm_fields=number%2Cstate%2Cshort_description%2Cdescription%2Cpriority%2Cimpact%2Curgency%2Cassignment_group.name%2Cassigned_to.name%2Csys_id%2Cwork_notes%2Ccomments%2Cdue_date%2Ccompany.name&sysparm_limit=100' \ --header 'Authorization: Bearer ' ``` **Query Parameters:** - `PROBLEM_SYS_ID` – Sys ID of the problem used to retrieve related problem tasks. - `sysparm_fields` – Returns task details including assignment, priority, notes, and due date. - `sysparm_display_value=true` – Returns human-readable display values. - `sysparm_limit=100` – Limits the response to 100 task records.