Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management
Summarize
Summary of Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management
Skill inputs and triggers in ServiceNow Otto for OT Service Management define how and when each AI-powered skill is utilized within the platform. Configuring inputs specifies the data a skill uses, such as relevant tables and fields, while triggers initiate skill actions like generating notes or summaries. These configurations enable automated, context-aware AI assistance for OT incident management.
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Key Features
- OT Incident Summarization Skill: Automatically generates summaries for OT incidents using specific inputs including the OT incident [snotincident] table and fields like short description, work notes, priority, site, equipment model entity, OT device, and OT incident task.
- Input Template States: The skill operates across incident states such as New, Work In Progress (WIP), Resolved, and Closed, with mandatory inputs varying by state to ensure relevant data is captured for summarization.
- OT Resolution Notes Generation Skill: Generates resolution notes for OT incidents using a similar set of inputs focused on the OT incident [snotincident] table and key fields like short description, work notes, priority, site, equipment model entity, and OT device.
- Default Activation: Both generative AI skills are enabled by default and automatically available to users with appropriate roles in the OT Service Management application, ensuring immediate AI-enhanced incident processing capabilities.
Key Outcomes
- Streamlined incident management through automated summarization and resolution note generation, improving efficiency and clarity in OT operations.
- Consistent use of relevant incident data fields ensures accurate and meaningful AI-generated content tailored to incident states.
- Out-of-the-box availability of these AI skills reduces setup time and promotes quicker adoption of AI-enhanced service management workflows.
Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management determine how and when each skill is used. Configure inputs to identify the data a skill uses, or configure triggers to initiate skill actions.
ServiceNow Otto for OT Service Management skill input overview
Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when a skill is used. An input identifies the data used for a skill, such as the table and fields used to generate an incident summary. A trigger initiates an action, such as when the system generates Operational Technology (OT) resolution notes.
OT incident summarization skill
The OT incident summarization skill includes the inputs that identify the table and fields that are used when an OT incident summary is generated.
The following table lists the inputs for the OT incident summarization skill.
| Input | Description |
|---|---|
| Input table | OT incident [sn_ot_incident] |
| Input fields |
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| Input template states |
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The following table lists the descriptions for the OT incident summarization skill.
| Description | Mandatory for input state |
|---|---|
| Issue |
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| Key Actions Taken |
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| Resolution |
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| OT incident task |
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OT resolution notes generation skill
The OT resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for an OT incident.
The following table lists the inputs for the resolution notes generation skill.
| Input | Description |
|---|---|
| Input table | OT incident [sn_ot_incident] |
| Input fields |
|