---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Customize a topic

# Customize a ServiceNow Otto for Virtual Agent topic {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Copy and customize a core ITSM Virtual Agent topic and use that topic to track the status of common IT-related tasks using ServiceNow Otto.

## Before you begin

Role required: sn_nowassist_admin.nsa_admin

## Procedure

1. Navigate to AllConversational InterfacesVirtual AgentDesigner.
2. Select a topic template.  
   {#now-assist-itsm-customize-itsm-llm-topic__table_mgc_gts_tdc__entry__2}

   | Template | Usage |
   |-|-|
   | Check IT Ticket Status (Template)-LLM | Check the status and progress of IT tickets and incidents. |
   | Escalate IT Ticket (Template)-LLM | Escalate an IT ticket or incident that's already open or by reopening a closed one. |
   | Open IT Ticket (Template)-LLM | Create an IT ticket or incident. |
   | Service Disruptions (Template)-LLM | Check the status of outages or service disruptions. |
   [Table 1. Available Core ITSM topic templates]

   {#now-assist-itsm-customize-itsm-llm-topic__table_mgc_gts_tdc}
3. Select a template for a topic to track the status.  
   Note:  
   The images show an example of the Service Disruption flow. You can follow the same actions for any core ITSM topic template.
4. Select the Topic actions icon at the top-right corner of the screen and select Duplicate.  
5. In the Name field, enter the name for the topic you want to use for the summarization.  
6. Select Save.
7. In the topic you've duplicated, select the Properties tab.  
8. **Optional:** Enable the following check boxes:  
   * ServiceNow Otto for Virtual Agent in (default).
   * Default ServiceNow Otto Panel - Platform.
   {#now-assist-itsm-customize-itsm-llm-topic__ul_sg1_fky_qdc}
9. Select Save.
10. Select Publish.  
    Note:  
    If you have multiple topics to summarize the same skill, you can unpublish the ones that you do not intend to use.

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