Configure Now Assist for Operational Technology Service Management (OTSM)

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • If you have the admin role, you can configure the Now Assist for Operational Technology Service Management (OTSM) application so that teams can use the generative AI capabilities in the Industrial Workspace for their Operational Technology (OT) incidents.

    Before you begin

    Role required: admin

    About this task

    Use the Now Assist Admin console to configure Now Assist for OTSM. This console contains everything that you need to install the plugins and configure the generative AI skills. For additional information, see Overview tab in Now Assist Admin.
    Note:
    You can also set up AI Enhanced Recommended Actions for OTSM to use with Now Assist for OTSM. For more information, see Set up AI Enhanced Recommended Actions for Operational Technology Service Management (OTSM).
    Important:
    Some Now Assist skills, agents, and agentic workflows are turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.
    The following table lists the features and skills that you can access from the Now Assist Admin console.
    Table 1. OTSM features and skills in the Now Assist Admin console
    OTSM features Skills
    Gen AI skills for OT incident
    • OT resolution notes generation
    • OT incident summarization
      Note:
      The incident summarization is applicable only for incidents in the New, In progress, On-hold, Resolved, or Closed states as long as the incident state mappings that are provided in the base system aren’t customized.

    Procedure

    1. Install the Now Assist for OTSM plugin (sn_otsm_gen_ai).
    2. Navigate to All > Now Assist Admin.
    3. Select the Now Assist Skills tab.
    4. Activate and configure the skills for the Now Assist for OTSM features.
      These features are grouped under the Technology workflow group. Each feature has its associated skills.
    5. On the tile for your skill, select Activate skill.
    6. Select the inputs or triggers for the selected skill.

      For information about the inputs and triggers for each skill, see Skill inputs and triggers for Now Assist for Operational Technology Service Management (OTSM).

    7. After you configure the inputs or triggers for the selected skill, select Save and continue to go to the next step.
      You can return to a previous step by using the Back button.
    8. Define access as needed to determine who can access the selected skill.
      Note:
      For both the OT incident summarization skill and the OT incident resolution notes generation skill, a user must have the sn_ot_incident_write role.
    9. After you configure the access controls, select Save and continue to go to the next step.
    10. Select where you'd like to display the skill.
      • In-product: When selected, the Now Assist skills are displayed on forms and workspaces.
      • Now Assist panel: When selected, the Now Assist skills are available in the Now Assist panel. If you don't see this option, you must activate the Now Assist panel. For more information, see Activate the Now Assist panel standard chat.
    11. After you configure the display for the selected skill, select Save and continue to go to the next step.
    12. Review your choices and select Activate to complete the configuration.
      Your skill is configured.