Generate a ServiceNow Otto summary of past related incidents

View an AI generated summary of past incidents related to the current alert, including strategies used to resolve them.

Before you begin

• Install ServiceNow Otto for ITOM. For more information, see Install the ServiceNow Otto for IT Operations Management (ITOM) plugin.
• Ensure that the Alert investigation skill is active. For more information, see Install the ServiceNow Otto for IT Operations Management (ITOM) plugin.
• View important information about the ServiceNow® ServiceNow Otto for IT Operations Management (ITOM) application in ServiceNow Otto for IT Operations Management (ITOM).

For comprehensive information about the ServiceNow Otto panel, see ServiceNow Otto panel.

Important:

This generative AI skill is turned on by default. The skill will be automatically available to appropriate role users for the application. For more information, see AI agents, skills, and agentic workflows on by default.

Role required: evt_mgmt_operator

Procedure

1. Navigate to Workspaces > Service Operations Workspace.
2. Select the List icon () in the navigation bar.
3. Select Lists > Alerts > All Alerts.
4. Open an alert.
5. Select the ServiceNow Otto panel icon.
   The panel displays.
6. Request a ServiceNow Otto past incidents investigation by selecting Analyze related incidents.
   An additional Large Language Model (LLM) validation layer is added to the AI search capability to improve the accuracy of results returned by AI skills.
   A summary of the most relevant related incidents displays in the panel.
7. Optional: Inspect the details of a related incident by selecting the relevant link under Related Incidents.
   The incident page opens, showing the Overview tab.