AI Request Summaries

Sera AI generates summaries of requests to help specialists quickly understand the current state of a request without reading through every note and update. This is especially valuable for long-running requests with many back-and-forth interactions.

How summaries work

Sera AI analyzes all activities and iterations associated with a request, including notes, status changes, and team interactions. It distills this information into a concise, digestible overview that captures what was requested, what has happened so far, where things stand, and what actions may be needed.

Summaries are domain-aware, meaning they understand ITSM context and terminology when interpreting request content.

Where summaries appear

The AI Summary opens from the request, for specialists who have access to it. Each account involved in a request gets a summary based only on the notes visible to that account.

Generating a summary

Specialists can click the Generate Summary button at the top of the notes panel to open the summary, and Regenerate to refresh it. The button appears on active requests that are not request groups and have at least five notes with enough text to summarize. Summaries are also refreshed automatically in the background as notes are added.

When to use summaries

Summaries are most useful when:

• A specialist is picking up a request that another team member has been working on
• A specialist has been brought in as an escalation and needs to get up to speed quickly
• A request has been open for an extended period with many notes
• A manager needs a quick overview of a request's status without reading the full history

The summary saves time and ensures that details are not missed when specialists are transitioning between requests or inheriting work from colleagues.

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