AI Summarization

Prerequisites

• Refer to the current list of requirements in our AI section:  https://docs.screenmeet.com/docs/ai-requirements

The AI Summarization feature of ScreenMeet’s AI Plus will summarize the key events of a ScreenMeet Remote Support session and post this AI-generated summary as work notes for the specified incident.  To enable this functionality:

1. Work with your ScreenMeet representative to enable the ScreenMeet AI Plus features for your organization.

2. Add additional permissions for the ScreenMeet service account within your ServiceNow implementation.  

Configuring Permissions for the ScreenMeet Service Account (ScreenMeet 2.9.8+)

Improved Permissions with ScreenMeet version 2.9.8

With ScreenMeet version 2.9.8+, the required permissions are streamlined as they are implemented as a role x_prois_sm.ai_summarization.
If your organization is using versions prior to 2.9.8, individual ACLs are required.  Please skip to the following section.

1. Use the “All” finder and type in sys_user.list to go to the list of users.  
   

2. Find the Service Account by User ID.  
   Note: The ScreenMeet service account may be configured with a different User ID in your ServiceNow instance.
   

3. Click the Edit button on the Roles tab to configure the roles:
   

4. Ensure the x_prois_sm.ai_summarization role is added to the ScreenMeet service account user:
   
   

Configuring Permissions for the ScreenMeet Service Account (Prior to 2.9.8)

Elevate your ServiceNow User Privileges

To perform the following steps to add the permissions for the ScreenMeet service account, your ServiceNow user needs to have elevated privileges for the current session.  Ensure your ServiceNow user account session is elevated to security_admin:

Add ACLs for the ScreenMeet service account

The following procedure describes how to add a single ACL with the ServiceNow ACL configuration tool:

1. Find the Access Control (ACL) configuration within the ServiceNow interface:
   

2. Click on the New button to create a new ACL record:
   

3. Select the Operation.  In this example we are adding a read permission.
   

4. Select the resource Name that this permission applies to.  In this example, we are adding a read permission for the Incident resource:
   

5. Add the appropriate role x_prois_sm.service_account for this permission:
   

6. Click Submit to create the ACL record:
   

Perform the procedure above for the following set of permissions:

Note

• If you only need to work with incidents, then you only need to add the task and  incident ACLs (as specified above).

• If you need to work with chat interactions, then you need to additionally add the sys_cs_message and sys_cs_message.*  ACLs (as specified above).

Customer Service Management Plugin (CSM Plugin)

If your organization uses the CSM Plugin, the ScreenMeet service account role should also contain the csm_ws_integration role:

1. Search for sys_user_role_contains.list in the All search box:
   

2. Click New to create a new record adding the csm_ws_integration_role to the ScreenMeet service account: