Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management
Summarize
Summary of Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management
ServiceNow Otto for Operational Technology (OT) Service Management uses skill inputs and triggers to control when and how specific AI-driven skills operate within the OT service management environment. These configurations enable the system to identify relevant data and initiate actions automatically, enhancing incident handling and resolution processes.
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Key Features
- Skill Inputs: Define the data elements that a skill uses, including tables and fields relevant to OT incidents. For example, inputs specify which incident fields (such as short description, work notes, priority, site, equipment model entity, OT device, and OT incident task) are analyzed to generate summaries or resolution notes.
- Triggers: Initiate skill actions based on system events or incident states, such as generating OT resolution notes once an incident reaches certain states (e.g., Work In Progress, Resolved, Closed).
- OT Incident Summarization Skill: Automatically generates summaries of OT incidents using configured inputs. This generative AI skill is enabled by default and available to users with appropriate roles.
- OT Resolution Notes Generation Skill: Automatically produces resolution notes for OT incidents, utilizing specified input fields. This AI skill is also turned on by default for relevant users.
Practical Application for ServiceNow Customers
By configuring inputs and triggers for OT service management skills, customers can automate the summarization and documentation of OT incidents, improving efficiency and consistency in incident handling. Both key AI skills are enabled out-of-the-box, ensuring immediate availability without additional setup. This allows ServiceNow users to leverage generative AI capabilities to streamline operational technology incident workflows and enhance communication.
Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management determine how and when each skill is used. Configure inputs to identify the data a skill uses, or configure triggers to initiate skill actions.
ServiceNow Otto for OT Service Management skill input overview
Depending on the selected skill, you can configure the inputs or triggers. These settings determine how and when a skill is used. An input identifies the data used for a skill, such as the table and fields used to generate an incident summary. A trigger initiates an action, such as when the system generates Operational Technology (OT) resolution notes.
OT incident summarization skill
The OT incident summarization skill includes the inputs that identify the table and fields that are used when an OT incident summary is generated.
The following table lists the inputs for the OT incident summarization skill.
| Input | Description |
|---|---|
| Input table | OT incident [sn_ot_incident] |
| Input fields |
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| Input template states |
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The following table lists the descriptions for the OT incident summarization skill.
| Description | Mandatory for input state |
|---|---|
| Issue |
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| Key Actions Taken |
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| Resolution |
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| OT incident task |
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OT resolution notes generation skill
The OT resolution notes generation skill includes the inputs that identify the table and fields that are used when the resolution notes are generated for an OT incident.
The following table lists the inputs for the resolution notes generation skill.
| Input | Description |
|---|---|
| Input table | OT incident [sn_ot_incident] |
| Input fields |
|