Generate resolution notes for an Operational Technology incident

Automatically update the resolution notes for an Operational Technology (OT) incident. You can improve the quality of the resolution notes by providing a summary of the steps taken to resolve the issue. By generating the resolution notes, you can provide information about the incident resolution to other users who might encounter similar issues.

Before you begin

Role required: sn_ot_incident_write

About this task

OT incident resolution notes are generated from the following information:

• Short description
• Description
• Work notes
• Additional comments
• State
• Site
• Equipment model entity
• OT device

Procedure

1. Navigate to All > Industrial Workspace.
2. Open the Industrial Workspace list view.
3. On the OT Incidents module, select one of the available lists.
4. Open the OT incident record that you want to generate resolution notes for.
5. In the Resolution notes field, select the Use Now Assist to generate notes () quick action.
6. Select Generate resolution notes.
7. Optional: Review the resolution summary in the Resolution notes field and make any necessary corrections.
   Note:

   Because the information in these fields is automatically generated, it's a good idea to review the text and make sure it's accurate.
8. Optional: When you're finished generating OT resolution notes, you can insert the resolution notes, refine the resolution notes, provide feedback, copy it, or view information about it.

   Option	Procedure
   Insert the resolution notes	To insert the generated OT resolution notes in the Resolution note field, select Insert.
   Refine the resolution notes by elaborating or shortening	If you want to provide more details in the OT resolution notes, select Refine and then Elaborate. If you want to shorten the resolution notes, select Shorten.
   Provide feedback for the summary	If you think that the OT resolution notes were helpful, select the helpful icon (). If you think that the resolution notes weren't helpful, select the not helpful icon (). Note: This feedback improves the generative AI model and can help to improve future versions of this skill.
   Copy the resolution notes	If you want to reuse the OT resolution notes, select the copy to clipboard icon ().
   View the information about the resolution notes	If you want to check some details about the OT resolution notes, select the more info icon ().

9. In the Resolution code field, update the resolution code and select Resolve.
   A resolution code categorizes how the incident is resolved. For example, Known error and Solved (Permanently).
   The resolution information is updated and the state of the OT incident is set to Resolved.