--- sourceDocument: Australia Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # ServiceNow Otto for FSM # ServiceNow Otto for Field Service Management (FSM) {#ariaid-title1} * Release version: Australia * * Updated May 13, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of ServiceNow Otto for Field Service Management (FSM) ServiceNow Otto for Field Service Management (FSM) is an application designed to help users efficiently generate detailed summaries of work order tasks. This capability enables faster note creation, improving the documentation process within field service operations. Show full answer Show less Generative AI powers these features, streamlining task summarization and enhancing productivity for FSM users. ## Key Features * **Work order task summarization:** Users can generate detailed notes on work orders quickly using AI-driven summaries. * **Generative AI capabilities:** The application leverages advanced AI skills and agentic workflows to assist with task documentation. * **Licensing tiers:** Access to features depends on your ServiceNow AI Platform license, which includes Foundation (basic AI insights), Advanced (productivity boosting AI), and Prime (autonomous AI with customization). * **Data handling and privacy:** Data from customer instances is processed in centralized ServiceNow environments, potentially involving third-party cloud providers, following strict compliance and security policies. ## Important Considerations * Availability of AI features varies by region, data center compliance requirements, and licensing. * Not all AI models and products are accessible in regulated markets or certain restricted environments. * Customers should monitor ServiceNow documentation and knowledge base articles for updates on feature availability. * AI-generated outputs require human oversight to ensure accuracy and appropriateness, especially in sensitive or high-impact use cases. * Users are responsible for testing the application's outputs and complying with ServiceNow's AI Acceptable Use Policy. ## Data Collection and Privacy ServiceNow collects usage data, including inputs, outputs, and edits, to continuously improve AI technologies and models. Customers have the option to opt out of data collection at any time, ensuring control over their data privacy preferences. ## Support and Troubleshooting Customers can access help through the ServiceNow Community, Known Error Portal, and Customer Service and Support channels for assistance with the application or AI-related issues. Use the ServiceNow® ServiceNow Otto for Field Service Management (FSM) application to summarize work order tasks. You can enable users to generate work order task summaries so that they can create notes faster and with more detail. ## Get started {#now-assist-fsm__section_efv_yc5_bzb} |-|-|-| | [ExploreLearn more about ServiceNow Otto for FSM](https://www.servicenow.com/docs/s1~nbQvTxXR6Jg~jj01i5g "With the ServiceNow Otto for Field Service Management (FSM) application, users can generate work order task summaries and knowledge articles from work order task information.") | [ConfigureConfigure the ServiceNow Otto for FSM application to get started](https://www.servicenow.com/docs/bVysSjinsXQBL~SQyQZhOg "If you have the admin role, you can configure ServiceNow Otto for Field Service Management (FSM) application so that users can generate work order summaries and knowledge articles, or summarize Sidebar discussions.") | [UseUse generative AI capabilities offered by ServiceNow Otto for FSM](https://www.servicenow.com/docs/qxiX4Dz871IdbynFnIx41A "You can use ServiceNow Otto for Field Service Management (FSM) to generate work order task summaries.") | [ ] {#now-assist-fsm__table_iht_hgl_5yb} Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available: * Foundation: AI basics to deliver insights * Advanced: AI to boost productivity across relevant use cases * Prime: Act autonomously with all AI assets, and create your own {#now-assist-fsm__ul_szz_vjt_43c}For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For information about AI assets that are available on the ServiceNow AI Platform, see the following topics: * [Generative AI skills](https://www.servicenow.com/docs/access?context=now-assist-skills&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [Agentic workflows](https://www.servicenow.com/docs/access?context=sn-aia-use-cases-list&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) {#now-assist-fsm__ul_osh_bmt_43c} Important: * Not all model providers are available for customers with in-country SKUs, and some AI products/features are currently unavailable for in-country customers. For more information, see the [KB1584492](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1584492) article in the Now Support Knowledge Base. Be sure to check for model provider availability updates in future releases.{#now-assist-fsm__na-in-country-notice} * Some AI products/features are currently unavailable for customers in the FedRAMP, NSC DOD IL5, or Australia IRAP-Protected data centers, self-hosted customers, or in other restricted environments. For more information, see the [KB0743854](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0743854) article in the Now Support Knowledge Base. Be sure to check for availability updates in future releases.{#now-assist-fsm__na-restricted-envs-notice} * Some AI products/features are currently available only for customers in some regions. Be sure to check for availability updates in future releases.{#now-assist-fsm__na-standalone-language-notice} * Some AI products and skills are not available in Regulated Markets. For more information, see [KB2593939: Regulated Markets AI Products/Skills Not Available](https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=e8d7cc82475aba90b7832920326d4362). Be sure to check for availability updates in future releases. {#now-assist-fsm__ul_j3b_4vd_wcc} ## Troubleshoot and get help {#now-assist-fsm__section_kfv_yc5_bzb} * [ServiceNow Community AI \& Intelligence](https://www.servicenow.com/community/ai-intelligence/ct-p/ai-intelligence) * [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477) * [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case) {#now-assist-fsm__ul_lfv_yc5_bzb} ## AI limitations {#now-assist-fsm__section_cbz_1wg_2zb} This application uses artificial intelligence (AI) and machine learning, which are rapidly evolving fields of study that generate predictions based on patterns in data. As a result, this application may not always produce accurate, complete, or appropriate information. Furthermore, there is no guarantee that this application has been fully trained or tested for your use case. To mitigate these issues, it is your responsibility to test and evaluate your use of this application for accuracy, harm, and appropriateness for your use case, employ human oversight of output, and refrain from relying solely on AI-generated outputs for decision-making purposes. This is especially important if you choose to deploy this application in areas with consequential impacts such as healthcare, finance, legal, employment, security, or infrastructure. You agree to abide by [ServiceNow's AI Acceptable Use Policy](https://www.servicenow.com/ai-acceptable-use-policy.html), which may be updated by ServiceNow.{#now-assist-fsm__p_kv2_nfg_h1c} ## Data processing {#now-assist-fsm__section_dbz_1wg_2zb} This application requires data to be transferred from ServiceNow customers' individual instances to a centralized ServiceNow environment, which may be located in a different data center region from the one where your instance is, and potentially to a third-party cloud provider, such as Microsoft Azure. This data is handled per ServiceNow's internal policies and procedures, including our policies available through our [CORE Compliance Portal](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564067).{#now-assist-fsm__p_lv2_nfg_h1c} ## Data collection {#now-assist-fsm__section_ebz_1wg_2zb} ServiceNow collects and uses the inputs, outputs, and edits to outputs of this application to develop and improve ServiceNow technologies including ServiceNow models and AI products. In addition, this application will collect task data (for Case Assist) and chat transcripts (for Chat Assist). Customers can opt out of future data collection at any time, as described in the [Now Assist Opt-Out page](https://www.servicenow.com/docs/access?context=opt-out-of-data-sharing-for-now-assist&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). For more information, see the [Now Assist documentation](https://www.servicenow.com/docs/access?context=platform-now-assist-landing&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).