ServiceNow Otto: Location, catalog, category, and topic functions

Release version: Zurich

Updated March 12, 2026

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Summary of ServiceNow Otto: Location, catalog, category, and topic functions

ServiceNow Otto streamlines the process of assigning catalog, category, and topic values to catalog items using plain language inputs during creation or editing. It automatically applies existing matching values, reducing manual data entry and improving efficiency within the Catalog Builder. However, Otto’s content generation is limited to Topic, Catalog, and Category fields and does not extend to Location or other fields.

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Key Features

Automatic Matching: When a user inputs a catalog, category, or topic, Otto searches for exact matches and applies them if only one exists.
Handling Ambiguities: If multiple or no matches are found, Otto notifies the user and presents options in the chat for manual selection without interrupting ongoing interactions.
Catalog-Category Relationship: Categories must be linked to a parent catalog. Otto validates this relationship when both are provided and prompts for corrections if mismatched.
Category Only Input: Otto attempts to find a matching category under assigned catalogs or requests the user to assign a catalog if none exists.
Topic Assignment: Topics can be added by mentioning them; Otto validates topics within attached taxonomies and prompts to add a taxonomy first if none is attached.
Multiple Values: Catalog items can have multiple catalogs, categories, or topics assigned in a single interaction for efficient complex item management.
Template Control: If a catalog item is based on a template with preset values for catalog, category, or topic, those fields are locked and cannot be changed. Otto applies allowed updates and informs users about any locked fields.

Practical Benefits for ServiceNow Customers

By leveraging ServiceNow Otto’s intelligent matching and validation for catalog-related fields, customers can:

Reduce manual errors and data entry time during catalog item creation or updates.
Maintain data consistency by enforcing correct catalog-category relationships.
Efficiently manage complex catalog items with multiple assignments in one step.
Seamlessly resolve input ambiguities without disrupting ongoing workflows.
Respect template-driven controls ensuring data integrity where templates govern values.

When creating or editing a catalog item, you can use plain language to assign values for catalog, category, or topic. If the value you provide matches an existing entry, ServiceNow Otto automatically applies it to the item. This streamlines the process and reduces manual data entry.

Content generation by ServiceNow Otto within Catalog Builder is limited to Topic, Catalog, and Category fields. It does not generate values for Location or other fields outside this set. Users can only select a Catalog, Category, or Topic from the list that already exists.

When you enter a value, ServiceNow Otto searches for an exact match. The system handles the different scenarios as follows:

Exactly one match found: The value is applied automatically, and no further action is needed.
Multiple matches or no match found: ServiceNow Otto does not guess. Instead, it notifies you and displays available options in the chat, allowing you to select the correct value yourself.

Note:

While you resolve any ambiguity in the chat, the rest of your conversation with ServiceNow Otto remains active. You can continue making other changes or asking questions at the same time.

Categories are always associated with a catalog, creating a close relationship between the two. ServiceNow Otto manages different input scenarios as follows:

Providing both catalog and category together

If you specify both a catalog and a category, ServiceNow Otto checks whether the category belongs to the selected catalog.

Valid combination: Both values are applied.
Invalid combination: You are notified and prompted to select the correct and available values from the list.

Providing only a category

When only a category is provided, ServiceNow Otto searches under any catalogs already assigned to the item for a matching category.

Exactly one match found: The category is applied automatically.
Multiple matches found: ServiceNow Otto asks to select the correct and available value from the list.

If no catalog has been assigned yet

If no catalog is assigned when you specify a category, ServiceNow Otto asks you to add a catalog first since a category must always be linked to a parent catalog.

Assigning topics

You can assign topics to a catalog item simply by mentioning them in your prompt. After ServiceNow Otto recognizes valid topics, it adds them to the item automatically. Also, when a user tries to add a topic, ServiceNow Otto searches in the attached taxonomies. If there is no taxonomy attached to the item, then user would be prompted to add a taxonomy first and then a topic.

Assigning multiple values

A catalog item can belong to more than one catalog, category, or topic. ServiceNow Otto supports assigning multiple values for these fields in a single interaction, making it efficient to update or create complex catalog items.

When a template controls values:
In cases where a catalog item is based on a template with pre-set values for catalog, category, or topic, those template values take priority and cannot be changed. If you attempt to modify a locked field, ServiceNow Otto informs you that the value is controlled by the template and cannot be edited.
When some fields are locked and others are not:
If you request updates to multiple fields at once, and some of those fields are locked by a template while others are not, ServiceNow Otto will:
- Apply the changes to any fields that are allowed to be updated.
- Notify you about which fields could not be changed due to template control.