Search the Service Graph database using natural language

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read

    • ServiceNow Otto for CMDB uses the search result classifier skill to analyze your search criteria, identify and apply implicit filters, determine the optimum search method (keyword search or query generation), query Service Graph data, and then display the results. You then have the option to refine the search using natural language in the ServiceNow Otto panel.

    Before you begin

    Starting with ServiceNow Otto for CMDB v3.0, the ServiceNow Otto for CMDB ServiceNow Store app must be installed. When the app is installed, several agents and skills are auto-activated. If you deactivate a skill, some features will not appear.

    For more information, see Configure ServiceNow Otto for CMDB.

    The Service Graph database on your instance includes CIs, services, and related data such as company and location data. Search Service Graph database can invoke the "Analyze the CMDB search request" skill.

    Role required: sn_cmdb_user and now_assist_panel_user

    Procedure

    1. On the Service Graph Workspace, select the search icon in the side panel.
    2. On the Search tab, enter the search text in the text box and then press Enter or select the search icon.
      Two sections in the search results.
      Two sections appear.
      • The first section displays the count of matches with your search request and identifies the tables in which the matches were found and the filters that were applied. In addition, you can select the link to ask a follow-up question in the ServiceNow Otto panel.
      • The second section displays the list of records that match the search criteria. Select a record name to view details.
    3. Optional: If you select the link to ask a follow-up question, the ServiceNow Otto panel opens.

      ServiceNow Otto guides you through the process of refining the search. For more information, see Working in the ServiceNow Otto panel.

    4. Optional: Provide feedback, copy the response text to the clipboard, or refresh the response.
      OptionProcedure
      Provide feedback for the summary If you think that the response was helpful, select thumbs-up . If you think that it wasn’t helpful, select thumbs-down .

      This feedback improves the agentic AI model and can help to improve the future versions of this skill. The system gathers the feedback on each generated response and stores it in the agentic AI logs (sys_generative_ai_log_list.do).
      Copy the summary Select the copy to clipboard icon to use the response information for another purpose, such as pasting into an email.
      Refresh the summary If you think that data might have changed after you viewed the response, select the redo icon to refresh the response information.