Configure ServiceNow Otto for Field Service Management (FSM)

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read

    • If you have the admin role, you can configure ServiceNow Otto for Field Service Management (FSM) application so that users can generate work order summaries and knowledge articles, or summarize Sidebar discussions.

    Before you begin

    Role required: wm_admin

    About this task

    Use the AI Admin Hub console to configure ServiceNow Otto for FSM. This console contains everything that you need to install the plugins and configure the generative AI skills. For more information, Overview tab in Now Assist Admin.

    The following table lists the features and skills that you can access from the AI Admin Hub console.

    Table 1. FSM feature in the AI Admin Hub console
    FSM feature Skills
    Work Order Task Work Order Task Summarization
    Knowledge KB generation
    Chat Sidebar summarization

    The ServiceNow® large language model (Now LLM Service) is currently the only provider for this Now Assist application's skills.

    Procedure

    1. If necessary, install the ServiceNow Otto for FSM plugin (sn_fsm_gen_ai).

      For information about the installation process, see Install Now Assist plugins.

    2. Navigate to All > Now Assist Admin > Features to access the Features tab of the AI Admin Hub console.
    3. In the Select product field, select FSM.
    4. Activate and configure the skills for the ServiceNow Otto for FSM features.
      These features are grouped under the Customer workflow group. Each feature has its associated skills.
    5. On the feature card that is associated with the skill that you would like to activate, select View details.
    6. In the All available skills section, select Activate skill.
    7. Select the inputs or triggers for the selected skill.

      For information about the inputs and triggers for each skill, see Skill inputs for ServiceNow Otto for Field Service Management (FSM).

    8. After you've configured the inputs or triggers for the selected skill, select Save and continue to go to the next step.
      You can return to a previous step by using the Back button.
    9. Define the availability of the skill.
      • Select Skill is always available to enable the skill everywhere it is available.
      • Select Customize skill availability to manually set the conditions for when the skill is available.
    10. After you configure skill availability, select Save and continue to go to the next step.
    11. Select where you would like to display the skill.
      • Select In-product to display the skill on the Mobile Agent app.
      • Select Now Assist panel to display the skill in the Now Assist panel.
    12. After you configure the display for the selected skill, select Save and continue to go to the next step.
    13. Review your choices and select Activate to complete the configuration.
      Your skill is configured.
    14. Configure the Generate closure notes UI actions.

      To complete activation for the work order task summarization skill, you must enable the Generate closure notes UI actions for the Close complete and Close incomplete states. For more information, see Configure the Generate closure notes UI action.