--- title: "AI Summarization" slug: "ai-summarization-snow" description: "Enable AI Summarization in ScreenMeet for ServiceNow with streamlined permissions and enhance your incident management with automated summaries." updated: 2026-07-22T18:08:17Z published: 2026-07-22T18:08:17Z canonical: "docs.screenmeet.com/ai-summarization-snow" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.screenmeet.com/llms.txt > Use this file to discover all available pages before exploring further. # AI Summarization #### **Prerequisites** - Refer to the current list of requirements in our AI section: [https://docs.screenmeet.com/docs/ai-requirements](https://docs.screenmeet.com/docs/ai-requirements) - By default, AI Summaries can be posted to standard Case records and tables that extend the Task or Incident tables. 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+) > [!NOTE] > 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. ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(90).png) 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. ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(91).png) 3. Click the `Edit` button on the `Roles` tab to configure the roles: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(92).png) 4. Ensure the `x_prois_sm.ai_summarization` role is added to the ScreenMeet service account user: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(93).png) 5. Ensure the `itil` 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`: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(46).png) ### 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: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(47).png) 2. Click on the New button to create a new ACL record: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(68).png) 3. Select the `Operation`. In this example we are adding a `read` permission. ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(69).png) 4. Select the resource `Name` that this permission applies to. In this example, we are adding a `read` permission for the `Incident` resource: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(70).png) 5. Add the appropriate role `x_prois_sm.service_account` for this permission: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(72).png) 6. Click `Submit` to create the ACL record: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(73).png) Perform the procedure above for the following set of permissions: | Operation | Name (Resource) | Role | | --- | --- | --- | | `read` | `incident` | `x_prois_sm.service_account` | | `write` | `incident` | `x_prois_sm.service_account` | | `read` | `interaction` | `x_prois_sm.service_account` | | `write` | `interaction` | `x_prois_sm.service_account` | | `read` | `interaction.short_description` | `x_prois_sm.service_account` | | `read` | `interaction.work_notes` | `x_prois_sm.service_account` | | `write` | `interaction.work_notes` | `x_prois_sm.service_account` | | `read` | `sys_cs_message` | `x_prois_sm.service_account` | | `read` | `sys_cs_message.*` | `x_prois_sm.service_account` | | `read` | `task.close_notes` | `x_prois_sm.service_account` | | `write` | `task.close_notes` | `x_prois_sm.service_account` | | `read` | `task.description` | `x_prois_sm.service_account` | | `read` | `task.short_description` | `x_prois_sm.service_account` | | `read` | `task.work_notes` | `x_prois_sm.service_account` | | `write` | `task.work_notes` | `x_prois_sm.service_account` | > [!NOTE] > 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: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(74).png) 2. Click `New` to create a new record adding the `csm_ws_integration_role` to the ScreenMeet service account: ![](https://cdn.document360.io/9da39725-20e5-434f-83a4-d630456099dc/Images/Documentation/image(75).png)