Let ServiceNow Otto help you to manage duplicate CIs

Release version: Zurich

Updated March 12, 2026

2 minutes to read

Resolve deduplication tasks with support from the ServiceNow Otto Manage duplicate CIs skill. CMDB administrators follow step-by-step guidance to perform remediation, and can preview remediation results before applying a template.

Before you begin

Role required: cmdb_dedup_admin and now_assist_panel_user

About this task

This procedure describes how you can manually access the skill. In addition, any agentic workflow can use the skill.

When a ServiceNow Otto skill is enabled, the ServiceNow Otto icon appears in the toolbar of the workspace.

Procedure

On the Service Graph Workspace or CMDB Workspace or in any form or list view, select the ServiceNow Otto icon and then select Manage duplicate CIs in the ServiceNow Otto panel (or enter similar text).

Follow the guidance on the ServiceNow Otto panel to remediate duplication.

As you select options to remediate duplication, the skill adjusts the options and guides you through the process.

Table 1. Working with the Manage duplicate CIs skill
Interactions with the skill	Description
	Review root causes for duplication: The analysis surveys IRE identification rules (including criterion attributes) and discovery sources and responds by grouping causes to suggest related groups of tasks. Tip: Use this information to help avoid further creation of duplicate CIs.
	Decide which de-duplication template to apply: Select Review existing templates and then follow the suggestions to preview the results of applying the template.
	Without actually running the remediation process, ServiceNow Otto generates a preview of the results of applying a template. You can preview the results for any existing template. When you see the desired result in a preview, you can specify that template and proceed with the de-duplication process.

Optional: Provide feedback, copy the response text to the clipboard, or refresh the response.

Option	Procedure
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.

What to do next

For more information, see Working in the ServiceNow Otto panel.
To start over, select Reset conversation in the More menu ().
Warning:
If you reset the conversation, all existing messages are deleted and an entirely new conversation starts. To learn more about using the ServiceNow Otto panel, see Working in the ServiceNow Otto panel.
See how IRE detects duplicate CIs and generates de-duplication tasks.
See how to manage and remediate the de-duplication tasks by using de-duplication templates.

Manage de-duplication tasks