Limitations of ServiceNow Otto for RPA Hub

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Limitations of ServiceNow Otto for RPA Hub

    This document outlines the key limitations of the RPA bot generation skill in ServiceNow Otto for RPA Hub as of the Zurich release. Understanding these constraints helps ServiceNow customers anticipate challenges when using AI-driven automation workflow generation and plan accordingly to ensure successful implementations.

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    Key Limitations

    • AI Search and LLM Timeout: The bot generation relies on AI Search and large language models (LLM) which are subject to timeout limits and API rate limiting. These restrictions can impact the responsiveness and completeness of automation workflows.
    • Component Scope (Yokohama Release): Only a limited set of components are supported in the initial version. Components outside this scope will not appear in generated workflows, potentially omitting required actions such as screen capture.
    • Plugin Version Compatibility: The feature supports only Yokohama version plugins. Using plugins from other versions (e.g., Washington DC) can result in methods appearing as unknown components, causing gaps in the generated automation.
    • Use of Existing Connectors: When creating new activities via AI or build automation options, the system reuses the most recent global object of the same connector type, which may affect how new methods are integrated into workflows.
    • Dynamic Configuration: Dynamic configuration of supported components is not available, requiring manual input for component configurations, such as setting cell values in Excel connectors. Parameter values may not be pre-populated by the LLM.
    • Automation for Windows, Java, or Browser Apps: Generic UI actions like SetValue, GetValue, and Click from the Universal app connector are suggested but must be manually configured, including UI element capturing.
    • Expression-Based Components: Components requiring expressions (e.g., Decision, Expression) do not have their expressions auto-populated and need manual configuration.
    • Hallucinated Components: If the LLM generates methods not supported by RPA Desktop Design Studio, these will appear as unknown components, requiring manual intervention to correct or remove.

    Practical Implications for ServiceNow Customers

    • Expect to manually configure and verify components and connectors in automation workflows, especially when using complex UI or application interactions.
    • Be aware of plugin version constraints to avoid unknown component errors by aligning your environment with the supported Yokohama release plugins.
    • Plan for API rate limits and potential timeouts when relying on AI Search and LLM for automation generation, which may impact workflow creation speed and completeness.
    • Use manual configuration and validation steps to address unsupported or hallucinated methods generated by AI to ensure workflow accuracy and reliability.

    The limitations of the RPA bot generation skill are as follows.

    AI Search and LLM timeout
    The RPA bot generation skill relies on AI Search and large language models (LLM) to understand the user instructions and flow creation. The timeout limits and rate-limiting behavior of these APIs collectively apply to the RPA bot generation skill. For more information about AI search system properties, see AI Search system properties. For more information about API rate limits, see Inbound REST API rate limiting. For more information about configuring rate limiting for providers, see Configure rate limiting for providers.
    Component scope in Yokohama release
    The initial version supports few components. Components outside this scope don't appear in the generated automation workflow. For example, if you provide an instruction, such as Capture a screen shot and save it in the location at 'C:\Users\Screens', the generated automation workflow might not contain the Capture component because it isn’t included in the initial version components list. For more information about the list of supported components, see Supported components and connectors for Now Assist for RPA Hub in Yokohama release.
    Plugin version compatibility
    The feature uses Yokohama version plugins. If the large language model (LLM) returns a method that doesn’t exist in the loaded plugin version, then such methods are displayed as unknown components in the generated automation workflow. For example, if you’re using Washington DC version plugins within an existing automation project and provide an instruction to set or get values from an application, then the SetValue, GetValue, or Click methods of the Universal App connector are displayed as unknown components in the generated automation workflow.
    In the following example, to get the weather information, data reader components are required. Since they are not available in the current scope, they appear as UNKNOWN components in the automation preview.
    Figure 1. Unknown components in the Automation preview
    Automation preview section displays UNKNOWN components.
    If you select Next in the previous screen, the automation appears as follows on the Design surface.
    Figure 2. Unknown components on the Design surface
    Design surface displays UNKNOWN components.
    Usage of existing connectors in new activity using AI or build automation context menu options
    During the automation workflow creation, if a method, such as the AddNewWorksheet method of Microsoft Excel connector is created, RPA Desktop Design Studio checks for an existing global object of the same connector type and uses the most recent one. In the following example, the Badging Data Microsoft Excel connector is used.
    Figure 3. Microsoft Excel connectors in Global Objects
    Project Explorer section displays Microsoft Excel connectors in the Global Objects. Badging Data Microsoft Excel connector is selected.
    Dynamic configuration
    Dynamic configuration for supported components isn’t available in the Yokohama release. You can configure components manually. For example, you must give inputs in the configuration window for the Microsoft Excel connector's SetCellValues method. Select the settings icon (Settings icon.) to view the configuration window.
    Data in the parameter values might not be populated in the large language model (LLM) generated components.
    Figure 4. Configuration window for SetCellValues method
    Configuration window for the SetCellValues method is displayed.
    Automation for Windows, Java, or browser applications
    For automating Windows, Java, or browser-based applications, RPA Desktop Design Studio suggests generic UI actions such as SetValue, GetValue, or Click. These actions are a part of the Universal app connector. You must configure these actions manually, including capturing screens and adding elements via the field window. For more information about these methods, see Universal app connector.
    Expression-based components
    For components that require expressions, such as Decision or Expression, and so on, expressions in these components aren’t automatically populated in the Zurich release.
    Hallucinated components
    If the large language model (LLM) returns a method that doesn’t exist in the RPA Desktop Design Studio, then such methods are displayed as unknown components in the generated automation workflow.