Use ServiceNow Otto for FSM to manage shifts

  • Release version: Australia
  • Updated May 6, 2026
  • 1 minute to read

    • Use ServiceNow Otto for FSM to create shifts for Field Service Management technicians.

    Before you begin

    The FSM Scheduling AI Agent and the ServiceNow Otto for FSM plugin must be installed. For more information on the FSM Scheduling AI Agent plugin, see Activate FSM Scheduling AI Agent. For more information on the Now Assist for FSM plugin, see Configure ServiceNow Otto for Field Service Management (FSM).

    Role required: wm_manager

    Procedure

    1. Select the Now Assist panel icon .
    2. Use Now Assist to manage shifts.

      For example, you can use some of the following prompts to manage shifts:

      • Assign Teddy Taylor to a morning shift.
      • Help me create a morning and evening shift for all French technicians.
      • Send a reminder to all the technicians that haven't responded to the shift I created.
    3. Follow the prompts to finish managing your shifts.

    Result

    The shift is created and the technician(s) receive a push notification telling them a shift is available.