Operational Technology Incident Management

To help separate Operational Technology (OT) and Information Technology (IT) data, only OT users can view OT incidents.

Activate the agentic workflows for ServiceNow Otto for Operational Technology (OT) Service Management from the AI Agent Studio so that the AI agents can execute requests autonomously. The ServiceNow Otto for OT Service Management agents included with the application are activated by default.

Create an Operational Technology incident category or subcategory that you want to use to classify incidents.

The Generate OT KB articles agentic workflow automatically generates a KB article when an Operational Technology (OT) incident is resolved, capturing resolution information for future reference.

Assign roles to your users in the Operational Technology Incident Management application so that you can control their access to the features, capabilities, and data.

Assignment rules automatically assign an Operational Technology (OT) incident to a group or user according to one or more conditions in the assignment rule.

Several types of components may be installed with activation of the Operational Technology Incident Management (sn_ot_inc_mgmt) plugin, including user roles.

Compose an email directly in an OT incident record so that you can conveniently update your team and others about the incident.

Edit your existing Operational Technology incident categories and subcategories to classify your incidents.

Set the system properties for the Operational Technology Incident Management application so that you can enable the incident properties as needed.

If you have the admin role, you can configure the ServiceNow Otto for Operational Technology (OT) Service Management application so that teams can use the generative AI capabilities in the Industrial Workspace for their OT incidents.

Configure the Operational Technology Incident Management application so that you can create the data foundation for the ServiceNow Operational Technology solution.

Create a child Operational Technology (OT) incident record to capture part of the deviation reported so that it can be worked on separately. Creating child incidents can help you organize multiple incidents related to the same parent.

Create an assignment rule to automatically assign an Operational Technology (OT) incident to a group or user according to one or more conditions in the assignment rule. You use assignment rules to run at the time that you open an OT incident.

Create an Operational Technology (OT) incident related to an OT change request directly from the OT change record in the Industrial Workspace.

Create an Operational Technology (OT) incident state model for your sites. By using an incident state model, you can manage the life cycle of the related incidents.

Create a set of incident tasks to fulfill an Operational Technology (OT) incident. Incident tasks help you to split up and categorize the work that is needed to resolve an incident.

Create an Operational Technology (OT) specific assignment group to assign to OT incident records.

Define the impact and urgency of an Operational Technology incident to calculate its priority. You can then use the priority calculation to prioritize your work and to drive service level agreements (SLAs) in your organization.

Delete an Operational Technology incident category or subcategory if your organization no longer uses that category or subcategory.

Add or remove the related Operational Technology (OT) devices and equipment model entities directly from an OT incident record. You can track the relationship between the incident and its affected items.

The ServiceNow Otto for Operational Technology (OT) Service Management application enables teams to summarize OT incident details and generate incident resolution notes to share with other users.

Learn more about the Operational Technology Incident Management application.

Generate resolution notes for an Operational Technology (OT) incident to share incident resolution information with other users who encounter similar issues.

You can install the Operational Technology Incident Management application (sn_ot_inc_mgmt) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the above sentence. Changed Service to Incident in these topics.

Integrate Operational Technology Incident Management with Industrial Process Manager to report incidents on equipment model entities.

Depending on your assigned user role, you can manage OT incidents in the Industrial Workspace.

Migrate Operational Technology incidents from the old incident table to the new incident table. Migrating incidents lets the Operational Technology Incident Management application know that the old table is no longer applicable.

Use the Operational Technology Service Management (OTSM) AI agent collection to complete tasks autonomously.

Reference topics provide additional information about the Operational Technology Incident Management application.

Operational Technology Incident Management enables manufacturers to manage OT device incidents from open to closure.

Operational Technology Incident Management enables engineers to quickly resolve Operational Technology (OT) device and production process issues.

By categorizing Operational Technology (OT) incidents, you can group and narrow the search for specific OT incidents.

Use Operational Technology (OT) incident email notifications to alert users when changes are made to an incident.

Find more information about the OT extension classes and related applications.

Create an Operational Technology (OT) incident record to report a deviation from an expected standard of operation.

When an issue is corrected, you can set the Operational Technology (OT) incident state to Resolved. If you're happy with the resolution, you can close the incident. The incident also auto-closes after a certain amount of time based on the incident auto-close properties.

Skill inputs and triggers for ServiceNow Otto for Operational Technology (OT) Service Management determine how and when each skill is used. Configure inputs to identify the data a skill uses, or configure triggers to initiate skill actions.

Understand the Operational Technology (OT) incident context and respond to user questions by using the OT incident summarization skill in the ServiceNow Otto for OT Service Management application.

Review the supported language models, supported interfaces, and application dependencies for ServiceNow Otto for Operational Technology (OT) Service Management.

You can use Operational Technology (OT) incident tasks to collaborate with and request work from other stakeholders. An OT incident and its tasks are synchronized so that the state of the incident tasks change depending on the state of incident.

You can summarize an Operational Technology (OT) incident and generate OT resolution notes by using the ServiceNow Otto for OT Service Management application.

After you complete all required set up tasks for the Operational Technology Incident Management application, you can begin managing OT incidents.

With the Operational Technology (OT) incident fulfiller role (sn_ot_incident_write), you can view, create, or edit the incidents that belong to your site. You can also view the incidents that belong to other sites to help resolve similar incidents at your site.