Generate an email response for procurement cases

  • Release version: Zurich
  • Updated July 30, 2026
  • 1 minute to read

    • Enables procurement specialists and buyers to generate professional, accurate email responses using ServiceNow Otto. By minimizing manual drafting and review, it helps procurement specialists and buyers respond to requester inquiries more efficiently and focus on higher-value procurement tasks.

    Before you begin

    Role required: sn_spend_gen_ai.now_assist_fulfiller

    Procedure

    1. Navigate to Workspaces > Source-to-Pay Workspace.
    2. Select the list icon (List icon.).
    3. Do one of the following:
      Table 1. List actions
      To Do this action
      To generate an email response for the following records:
      • Negotiation
      • Procurement case
      • Procurement task
      • Purchase requisition
      • Sourcing event
      • Sourcing request
      • Sourcing task
      1. Navigate to Lists > All work.
      2. Select one of the following modules and select the record link in the Number column.
        • Cases
        • Negotiations
        • Requisitions
        • Sourcing events
        • Sourcing requests
        • Tasks
    4. On the Details tab, select Email.
    5. Select anywhere within the email message window to see the ServiceNow Otto icon Sparkle icon for ServiceNow Otto.
    6. To generate a context-based email response, select the ServiceNow Otto icon Sparkle icon for ServiceNow Otto to generate a context-based email response.
    7. To refine an email draft, select the ServiceNow Otto icon Sparkle icon for ServiceNow Otto and then select any of the available options:
      • Elaborate
      • Shorten
      • Change tone
    8. Select Insert to add the AI-generated email response to the email message window.
    9. Optional: Apply templates by selecting the template icon Email template icon..
    10. Select Send email to send the email.

    Result

    An AI-generated email response is sent to the requester.