Request generative AI capabilities in TMT using the ServiceNow Otto panel

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

    • Request the contextual generative AI capabilities by using the conversational interface in the ServiceNow Otto panel. These capabilities include service problem case summary or resolution notes in the TMT application.

    Before you begin

    Make sure that Next Experience is enabled in the instance. For more information, see Next Experience UI.

    Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

    About this task

    You can use the ServiceNow Otto panel in CSM/FSM Configurable Workspace to request a service problem case summary and generate service problem case resolution notes.

    For more information about the ServiceNow Otto panel, see ServiceNow Otto panel. For information about activating the ServiceNow Otto panel, see Activate the ServiceNow Otto panel standard chat.

    Procedure

    1. Log in to an instance where the ServiceNow Otto for TMT application is installed.
    2. Navigate to Workspaces > CSM/FSM Configurable Workspace > Lists > Service Problem Case > All.
    3. Open a service problem case.
    4. From the header menu, select the AI icon (ServiceNow Otto icon.) and request the generative AI capabilities in TMT for a service problem case.
    5. Select the relevant generative AI capability from the ServiceNow Otto panel.
      • To summarize the service problem case, select Summarize a record.
      • To generate the service problem case resolution notes, select Generate resolution notes.