---
sourceDocument: Australia Telecommunications, Media, and Technology
sourceDocumentLink: https://www.servicenow.com/docs/r/telecom-media-technology

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Telecommunications, Media, and Technology

ft:clusterId :

    - telmt

bundleId :

    - telmt

workflow :

    - Customer and Industry


---

# Generate a deadlock letter

# Generate a deadlock letter using ServiceNow Otto for TMT {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Generate a deadlock letter for Alternative Dispute Resolution (ADR) case. Quickly create the details of the deadlock letter by using the deadlock letter draft generation skill in the ServiceNow Otto for TMT application.

## Before you begin

Role required: sn_telco_adr_mgmt.manager

## About this task

The deadlock letter draft generation skill provides you with the details of the deadlock letter. This skill collects the inputs from the ADR case. If the customer doesn't agree with the ADR case resolution, then you can use
this skill to generate the deadlock letter and share with the customer.

The deadlock letter draft generation skill is available in the CSM/FSM Configurable Workspace.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable WorkspaceListsAlternative Dispute ResolutionAll.
2. Open the ADR case that you're working on.
3. Select Resolution stage.
4. In the Generate deadlock letter activity, navigate to the Customer correspondence content field.
5. Select the ServiceNow Otto icon (![ServiceNow OttoIcon.]()).  
   The ServiceNow Otto component appears and generates the deadlock letter details.  
   Note:  
   Generating and displaying the details may take several seconds.
6. **Optional:** After you're finished summarizing the key findings, manage the results.

   | Option | Procedure |
   | Provide feedback for the summary | * If you think that the details of the deadlock letter were helpful, select the helpful icon (![Helpful icon.]()). * If you think that the deadlock letter wasn't helpful, select the not helpful icon (![Not helpful icon.]()). {#now-assist-tmt-generate-deadlock-letter__ul_kwt_qtp_ccc} This feedback improves the generative AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated summary detail and stores it in the generative AI logs (sys_generative_ai_log_list.do). |
   | Copy the case summary | Select the copy to clipboard icon (![Copy to clipboard icon.]()) to use the details of the deadlock letter for another purpose, such as pasting into an email. |
   | View the information about the case summary | To check some details about the deadlock letter, select the more info icon (![More info icon.]()). |
   |-|-|

   {#now-assist-tmt-generate-deadlock-letter__choicetable_md1_nyf_xyb}
7. Review the details, and then select Insert to add the generated content into the Customer correspondence content field.  
   The details generated by ServiceNow Otto appear in the Customer correspondence content field.
{#now-assist-tmt-generate-deadlock-letter__steps_dyn_hrp_5bc}

## What to do next

Complete the remaining steps to execute the ADR case record. To learn more, see [Create a Customer Dispute Management case](https://www.servicenow.com/docs/QcJdzmJU92o7IHy6ZToeFw "Register a customer dispute by capturing information about the initiator, the affected product or service, and supporting documents. Resolve the dispute by investigating the issue and proposing an appropriate resolution.").

*[\>]: and then