Use self-service to deflect incidents in a ServiceNow portal using ServiceNow Otto

---
title: Use self-service to deflect incidents in a ServiceNow portal using ServiceNow Otto
description: Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/deflect-incidents-now-assist-itsm.html
release: australia
product: Now Assist for IT Service Management \(ITSM\)
classification: now-assist-for-it-service-management-itsm
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [Now Assist, Agentic AI, generative AI, Gen AI]
breadcrumb: [Use generative AI skills, ServiceNow Otto for IT Service Management \(ITSM\), IT Service Management]
---

# Use self-service to deflect incidents in a ServiceNow portal using ServiceNow Otto

Designed to reduce the number of incidents to be resolved by deflecting issues with self-service.

## Before you begin

Role required: none

## Procedure

1.  Navigate to a ServiceNow portal.

2.  Select the Create Incident with the **ServiceNow Otto** record producer.

3.  In the **Please describe your issue below** field, enter the issue you'd like to resolve and click outside of the field to generate the results.

    ServiceNow Otto AI generates the results based on available knowledge articles and catalog items.

4.  Resolve the issue or track it with an incident.

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To

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Do this

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**Track the issue with an incident**

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1.  Select **Proceed with incident creation**.

Additional fields such as **Urgency** are added to the form.

2.  In the **Urgency** field, select the level of importance to address the issue.

You can also select the Add attachments icon and add files related to the issue.

3.  Select **Submit**.

The incident is created and automatically assigned to you. If you aren’t ready to create the incident, select **Save as Draft** to submit it later.

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**Resolve the issue**

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Select **Solution found** and use the AI-generated solution to resolve the issue.

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