Activate an agentic workflow for ServiceNow Otto for Operational Technology (OT) Service Management

Activate the agentic workflows for ServiceNow Otto for Operational Technology (OT) Service Management from the AI Agent Studio so that the AI agents can execute requests autonomously. The ServiceNow Otto for OT Service Management agents included with the application are activated by default.

Before you begin

Verify that the following skills are activated for ServiceNow Otto for OT Service Management:

• OT incident summarization skill
• OT resolution notes generation skill

For more information about activating the skills, see Configure Now Assist for OTSM.

Role required: sn_aia.admin

Procedure

1. Navigate to All > AI Agent Studio > Create and manage.
2. Under the Agentic workflows tab, select the Generate OT KB articles agentic workflow.
   Important:

   This agentic workflow is turned on by default. For more information, see Now Assist skills, agents, and agentic workflows on by default.
3. In the Define key requirements screen, review and update the information as needed then select Save and Continue.
   Note:

   In the Define who can access the agentic workflow section, a user must have the sn_ot_incident_write role to access the agentic workflow.
4. In the Add a preferred trigger screen, ensure the OT incident upon being resolved trigger is set to Active by selecting the trigger to open the Edit trigger window and turning on the Active toggle.
5. In the Select a UI display screen next to the ServiceNow Otto panel option, select the Display toggle to display the conversation with the agent in the ServiceNowOtto panel.
6. Select Save and test.
   The agent can now execute the request for the agentic workflow.