Plan and execute recall campaign phases and sub-phases using ServiceNow Otto

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Plan and execute recall campaign phases and sub-phases AI agent enables product recall campaigns to generate and manage phase.

    Before you begin

    Role required: sn_rcl_claim_mgmt.recall_manager and sn_rcl_claim_mgmt.recall_phase_owner

    About this task

    The Plan and Execute Recall Campaign Phases AI agent generates and manages recall campaign phase plans based on user inputs, asset and parts data, and regulatory conditions. It supports plan creation, updates, approvals, execution, and knowledge graph integration for phases and sub-phases.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Recall Management > Phases & Sub-phases.
    2. Select the ServiceNow Otto icon to launch the ServiceNow Otto panel.
    3. Submit a request to create phases for my recall campaign.
      The orchestrator activates the Plan and Execute Recall Campaign Phases and Subphases AI Agent, prompting you to proceed with the creation of the phases and subphases.
    4. The agent prompts you to choose one of the In progress recall campaigns for which require phases and subphase planning.
    5. The agent reviews the recall campaign, which is selected.
      The agent displays existing phases and sub-phases on the recall campaign. It prompts you to confirm whether draft phases should be cancelled and their associated assets included in the new plan.
      The agent checks if a plan exists. Also, it provides the list on what basis the phases can be organized.
    6. Submit the list on which you want to organize the phases.
      The agent validates the request. The agent prompts you to confirm the request. The agent provides the phase plan options.
    7. Select a plan from the options to add a subphase level plan.

      You can modify phase plans by adding sub-phases, merging phases, or removing phases. Once you approve the plan, the system creates the phases and sub-phases and assigns eligible impacted assets to the newly created phases.

      The recommendation score shows how well the option matches your requirements.
      The agent generates a phased roll-out list with phases and subphases. All phases and subphases are displayed.