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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Ask questions on an incident

# Ask questions about an incident by using the ServiceNow Otto panel {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Quickly obtain common incident related information conversationally within the incident record by asking questions in the ServiceNow Otto panel.

## Before you begin

Role required: itil

## About this task

Important:  
The features in the \[DEPRECATED\] Incident assist skill are available in the Incident assist workflow. You can turn off this skill and use the [Incident assist agentic workflow](https://www.servicenow.com/docs/PRSDLw7go9eWpJFwmKD8bg "Use the Incident assist agentic workflow to get answers to questions about an incident, including caller assets, recent incidents, similar resolved incidents, and on-call experts.") that has enhanced capabilities.  
To turn off the skill:

1. Navigate to AdminAI Admin Hub.
2. Select the AI Skills tab.
3. Go to TechnologyITSM.
4. Select the Ask questions about an incident by using the ServiceNow Otto panel skill.
5. Select Deactivate skill.
{#now-assist-itsm-incident-assist__ol_iyt_hmy_q3c}  
\[DEPRECATED\] Incident assist topics in the ServiceNow Otto panel include:

* Caller's assets
  * A caller must be associated with the incident to retrieve caller's assets.
  * Incident number must be provided, unless triggered from the incident record.
  {#now-assist-itsm-incident-assist__ul_qr2_pxb_cdc}
* Caller's recent incidents (within the past 7 days)
  * A caller must be associated with the incident to retrieve caller's recent incidents.
  * Incident number must be provided, unless triggered from the incident record.
  {#now-assist-itsm-incident-assist__ul_awn_mxb_cdc}
* On-call experts from support groups
  * Ability to search on-call experts that are in any support group.
  * Group members are configured in On-Call SchedulingOn-Call Schedules.
  {#now-assist-itsm-incident-assist__ul_uzj_txb_cdc}
* Similar resolved incidents
  * Similar incidents must be resolved or closed.
  * Incident number must be provided, unless triggered from the incident record.
  {#now-assist-itsm-incident-assist__ul_ubj_fvb_cdc}
{#now-assist-itsm-incident-assist__ul_fst_kwn_bdc}

You can ask questions about an incident by using the ServiceNow Otto panel in Core UI and Service Operations Workspace for ITSM.

## Procedure

1. In Core UI or Service Operations Workspace for ITSM, open an incident that is assigned to you.
2. From the header menu, select the ServiceNow Otto ![ServiceNow Otto icon]() icon to open the ServiceNow Otto panel.  
3. In the ServiceNow Otto panel, either type in a question related to an incident assist topic, or select Answer questions about an incident and select an \[DEPRECATED\] Incident assist topic to ask about.  
   Note:  
   Incident assist uses index sources for which incidents, problems, and change requests are indexed. Similar resolved incidents are retrieved by comparing an incoming incident with past resolved incidents for smarter resolution. Similar past active incidents are displayed in the ServiceNow Otto panel and also in the Incident form via related search. For information on indexed sources, see [Managing indexed sources from the AI Search Admin console](https://www.servicenow.com/docs/access?context=ais-managing-indexed-source&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).

   Information requested about the incident is shown.

*[\>]: and then