Generate a response in the activity stream

---
title: Generate a response in the activity stream
description: Automatically generate a response in an incident record activity stream using the Incident activity response generation skill. Add them to the work notes or comments to enhance the quality of your interactions with the user.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-activities-response-generation.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]
---

# Generate a response in the activity stream

Automatically generate a response in an incident record activity stream using the Incident activity response generation skill. Add them to the work notes or comments to enhance the quality of your interactions with the user.

## Before you begin

These skills are inactive by default. Your administrator must enable the skills that you want to use.

Role required: itil

## Procedure

1.  Navigate to an incident record in the SOW or Core UI where you want to generate work notes or comments using ServiceNow Otto.

2.  Do the following in the **Work notes** or **Comments** field:

    1.  Select the ServiceNow Otto icon \(\[Omitted image "now-assist-sn-otto-icon.png"\] Alt text: Otto icon\).

        The following four options appear:

        **Note:** The options are displayed based on the configurations by your admin.

        |Options|Description|
        |-------|-----------|
        |Acknowledge task|Acknowledge the receipt of the task record.|
        |Post response|Generate a reply for specific questions from the user.|
        |Summarize actions taken|Generate a summary of all actions taken.|
        |Follow up|Ask follow-up questions.|

    2.  Select one of the options based on the type of response that you want ServiceNow Otto to generate.

        The response appears in the ServiceNow Otto context menu.

    3.  You can select the **Refine** menu and elaborate, shorten, or change the tone of the response.
3.  Select **Insert**.