---
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


---

# Generate a response in the activity stream

# Generate a response in the activity stream {#ariaid-title1}

* Release version: Zurich
* 
* Updated September 15, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Automatically generate a response in an incident record activity stream using the Incident activity response generation skill. Add them to the work notes or comments to enhance the quality of your interactions with the
user.

## Before you begin

These skills are inactive by default. Your administrator must enable the skills that you want to use.

Role required: itil

## Procedure

1. Navigate to an incident record in the SOW or Core UI where you want to generate work notes or comments using ServiceNow Otto.
2. Do the following in the Work notes or Comments field:  
   1. Select the ServiceNow Otto icon (![Otto icon]()).  
      The following four options appear:  
      Note:  
      The options are displayed based on the configurations by your admin.  
      {#now-assist-itsm-activities-response-generation__table_cpy_b5z_qgc__entry__2}

      | Options | Description |
      |-|-|
      | Acknowledge task | Acknowledge the receipt of the task record. |
      | Post response | Generate a reply for specific questions from the user. |
      | Summarize actions taken | Generate a summary of all actions taken. |
      | Follow up | Ask follow-up questions. |
      [ ]

      {#now-assist-itsm-activities-response-generation__table_cpy_b5z_qgc}
   2. Select one of the options based on the type of response that you want ServiceNow Otto to generate.

      The response appears in the ServiceNow Otto context menu.
   3. You can select the Refine menu and elaborate, shorten, or change the tone of the response.
   {#now-assist-itsm-activities-response-generation__ol_dsb_dtz_qgc}
3. Select Insert.