Solving installation and configuration issues with ServiceNow Otto

Use this checklist to address issues or gaps in your ServiceNow Otto configuration.

Table 1. Common issues by ServiceNow Otto feature

Feature	Issue	Solution
AI agents	I can't find agent spokes	Install ServiceNow Otto for Spokes application from the ServiceNow Store. For details, see Now Assist for Integration Hub.
AI Control Tower	No data on the Evaluations tab	Verify that the Conversation Evaluator [sn_na_conv_eval] plugin is active. Also verify that the Smooth Flowing Conversation Chat Eval skill is active in the AI Admin Hub console. (This skill may appear in the Platform workflow or in the Other workflow, depending on your instance.)
AI Search	External content isn't included in search results	You can use External Content Connectors to include other sources in your search results. For details, see External Content Connectors.
AI Search	Now Assist in AI Search Genius results don't appear	Verify that AI Search and Now Assist in AI Search are installed and configured. To use ServiceNow Otto Q&A Genius Results in AI Search applications, link the ServiceNow Otto Q&A Genius Result configuration to your search profiles for those applications. For details, see Link a Genius Result configuration to a search profile. Verify that all ServiceNow Otto plugins are up to date. Try repairing the plugins.
Knowledge articles	I can't generate a knowledge article	Verify that ServiceNow Otto for Knowledge Management is installed and configured. Verify that all ServiceNow Otto plugins are up to date. Verify that the knowledge generation skill is activated. For details, see Activate an AI skill. Try repairing the plugins.
Knowledge articles	The KB generation popup doesn't appear in Core UI	ServiceNow Otto for Knowledge Management formatters may be missing from the form layout, possibly due to form customizations. For details, see KB1710178.
AI applications	I want to view my subscriptions	See Product subscriptions overview.
ServiceNow Otto panel	Can't access skills in the ServiceNow Otto panel	Verify that the skill is configured to display in the ServiceNow Otto panel. For details, see Edit an AI skill. If you are using ServiceNow Otto for Virtual Agent, verify that search sources were configured for the Now Assist panel. You can specify search sources for a Now Assist panel assistant when you set it up. Search sources are essential for the ServiceNow Otto panel and Virtual Agent. Without them, they cannot discover or rank skills and agentic workflows. For details, see Configuring assistants overview and Assign search sources to a chat assistant. If ServiceNow Otto for Virtual Agent is not installed, the Now Assist panel uses default search sources.
ServiceNow Otto panel	Some users don't get a response to a question	Many AI skills require specific user roles. Verify that there are active skills with the user's role. For details, see Activate an AI skill.
ServiceNow Otto panel	I don't want skills to be available in ServiceNow Otto panel	Disable the ServiceNow Otto panel when you configure the skill. For details, see Edit an AI skill.
ServiceNow Otto panel	Options for Now Assist panel are grayed out in the AI Admin Hub console	The sn_nowassist_admin.user role provides read-only access only. To make configuration changes, the user must have the sn_nowassist_admin.nsa_admin role.
ServiceNow Otto setup	Errors after clone	Try repairing affected plugins. For details, see Repair a ServiceNow application.
ServiceNow Otto setup	The Q&A results skill is not in the AI Admin Hub console	Set up AI Search. For details, see Configuring AI Search.
ServiceNow Otto setup	Features/skills are missing or generally not working	Verify that all of your ServiceNow Otto plugins are up to date. For details, see Install an update to a ServiceNow Store application. Verify that version and dependency requirements are met. For details, see Evaluating version requirements and dependencies. For skills, verify that they are active in the AI Admin Hub console. For details, see Activate an AI skill. Verify that the user has the correct role for the skill. Try clearing the cookies and cache in the web browser. Try repairing Generative AI Controller. For details, see Repair a ServiceNow application.
ServiceNow Otto setup	Can't edit a skill	Verify that you have the AI Admin Hub role: sn_nowassist_admin.nsa_admin. You can edit a skill or make a copy of a skill to edit. For details, see Edit an AI skill and Make a copy of AI skill.
ServiceNow Otto setup	Missing entries, fields, and errors	Verify that all of your Now Assist plugins are up to date. For details, see Install an update to a ServiceNow Store application. Try repairing the application. For details, see Repair a ServiceNow application. Try repairing Generative AI Controller. For details, see Repair a ServiceNow application.
ServiceNow Otto setup	Problems upgrading ServiceNow Otto applications	Verify that you have a license for the application. If the application was not previously installed, request it from the ServiceNow Store (Opt In). If the application was previously installed, you may need to procure it from the ServiceNow Store again. For details, see Updating applications.
ServiceNow Otto setup	Skills not working in Legacy Agent Workspace	AI skills are not available in Legacy Workspace. Upgrade to Service Operations Workspace to use AI.
ServiceNow Otto for Code	Don't see code suggestions	Verify that the skill is active. For details, see Activate an AI skill. Verify that the user has the appropriate role. Any authenticated builder can use the related active skill. Verify that autocomplete is enabled. For details, see Generate code with autocomplete.
ServiceNow Otto for Creator	Skills not available or not working	Verify that the skill is active in the AI Admin Hub console. Verify that the user has the appropriate role. Any authenticated builder can use the related active skill.
AI Skill Kit	AI Skill Kit is not visible on my instance	Verify that you have at least one ServiceNow Otto product installed. For details, see Install plugins for ServiceNow Otto. Verify that the sn_skill_builder.admin role is assigned to the user.
AI Skill Kit	Skills are read-only	Verify that the sn_skill_builder.admin role is assigned to the user.
ServiceNow Otto for Virtual Agent	Topic not returning as expected	Verify that the Virtual Agent topic is in the Active state and is published. For details, see Publish a Virtual Agent topic. Verify that the topics are using LLM topic discovery. NLU/keyword topics cannot be used in a portal that is using ServiceNow Otto for Virtual Agent. You can migrate NLU/keyword topics to LLM, however. For details, see Migrating NLU/keyword Virtual Agent topics to LLM topics.
ServiceNow Otto for Virtual Agent	Can't add topics to the portal	Verify that the topics are using LLM topic discovery. NLU/keyword topics cannot be added to a portal that is using ServiceNow Otto for Virtual Agent. You can migrate these topics to LLM, however. For details, see Migrating NLU/keyword Virtual Agent topics to LLM topics.
ServiceNow Otto for Virtual Agent	Configuration issues	Verify that the plugin is up to date. For details, see Install an update to a ServiceNow Store application. Follow the guided setup to install and configure it. For details, see Configuring assistants overview.
ServiceNow Otto for Virtual Agent	Unable to choose fallback options in setup	If you're using a custom fallback topic, this option may be unavailable in guided setup. For details, see KB1760362: Now Assist Chat Setup Not Allowing to Set Fallback Option. You may need to log in to view the article.
ServiceNow Otto for Virtual Agent	Chat is not showing search results	Verify that all of your Now Assist plugins are up to date. For details, see Install an update to a ServiceNow Store application. Verify that AI Search and Now Assist in AI Search are set up and configured. For details, see Configuring AI Search and Install Now Assist in AI Search. Verify that search sources were configured for the Virtual Agent assistant. You can specify search sources for an assistant when you set it up. Search sources are essential for Virtual Agent and the ServiceNow Otto panel. Without them, they cannot discover or rank skills and agentic workflows. For details, see Configuring assistants overview and Assign search sources to a chat assistant.
ServiceNow Otto for Virtual Agent	Error when attempting to migrate Virtual Agent NLU conversations to LLM	Verify that you have the correct role, either virtual_agent_admin or sn_vad_genai.topic_migration_admin. For more information, see Migrate NLU topics to LLM topics.