---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Deflect an incident with self-service

# Use self-service to deflect incidents in a ServiceNow portal using ServiceNow Otto {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.

## Before you begin

Role required: none

## Procedure

1. Navigate to a ServiceNow portal.
2. Select the Create Incident with the ServiceNow Otto record producer.
3. In the Please describe your issue below field, enter the issue you'd like to resolve and click outside of the field to generate the results.  
   ServiceNow Otto AI generates the results based on available knowledge articles and catalog items.
4. Resolve the issue or track it with an incident.

   | To | Do this |
   | Track the issue with an incident | 1. Select Proceed with incident creation. Additional fields such as Urgency are added to the form. 2. In the Urgency field, select the level of importance to address the issue. You can also select the Add attachments icon and add files related to the issue. 3. Select Submit. The incident is created and automatically assigned to you. If you aren't ready to create the incident, select Save as Draft to submit it later. {#deflect-incidents-now-assist-itsm__ol_xjw_f5q_4dc} |
   | Resolve the issue | Select Solution found and use the AI-generated solution to resolve the issue. |
   |-|-|

   {#deflect-incidents-now-assist-itsm__choicetable_awv_vsq_4dc}