Using Operational Technology Incident Management

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

Using ServiceNow Otto for Operational Technology (OT) Service Management
You can summarize an Operational Technology (OT) incident and generate OT resolution notes by using the ServiceNow Otto for OT Service Management application.
Agentic AI for Operational Technology Service Management
Use the Operational Technology Service Management (OTSM) AI agent collection to complete tasks autonomously.
Managing OT incidents
Depending on your assigned user role, you can manage OT incidents in the Industrial Workspace.
Access control for incidents
To help separate Operational Technology (OT) and Information Technology (IT) data, only OT users can view OT incidents.
Report an OT incident
Create an Operational Technology (OT) incident record to report a deviation from an expected standard of operation.
Create an Operational Technology incident from an Operational Technology change request
Create an Operational Technology (OT) incident related to an OT change request directly from the OT change record in the Industrial Workspace.
Create tasks to fulfill an OT incident
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 a child incident
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.
Visibility of incidents across sites
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.
Synchronization between an incident and its incident tasks
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.
Incident email notifications
Use Operational Technology (OT) incident email notifications to alert users when changes are made to an incident.
Compose an email from an OT incident record
Compose an email directly in an OT incident record so that you can conveniently update your team and others about the incident.
Resolve and close an incident
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.
Edit the related devices and equipment model entities in an incident record
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.

Parent Topic:Operational Technology Incident Management

title	Using Operational Technology Incident Management
description	After you complete all required set up tasks for the Operational Technology Incident Management application, you can begin managing OT incidents.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/operational-technology/operational-technology-incident-management/using-operational-technology-incident-mgt.html
release	brazil
product	Operational Technology Incident Management
classification	operational-technology-incident-management
topic_type	concept
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	Operational Technology Incident ManagementOperational Technology