---
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


---

# Deflecting incidents reference

# Deflecting incidents in ServiceNow Otto for IT Service Management (ITSM) reference {#ariaid-title1}

Release version: Australia  
Updated July 29, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Deflection retrieves user context and sentiment analysis to rephrase search queries for more relevant results.

## Intent classification types {#now-assist-itsm-deflection-intent-reference__section_intent_types}

Deflection classifies the user's intent by analyzing the short description and detailed issue description. The classification determines whether the response recommends troubleshooting steps or a personalized catalog
item.
{#now-assist-itsm-deflection-intent-reference__table_tf3_4dv_rjc__entry__2}

| Intent type | Description |
|-|-|
| Incident | The user reports a problem with an existing item. The response recommends troubleshooting steps from the knowledge base. Examples: <kbd class="ph userinput">my laptop is not working</kbd>, <kbd class="ph userinput">my laptop screen is freezing</kbd>. |
| Request | The user asks for something new rather than reporting a problem. The response recommends a specific catalog item personalized to the user's assigned hardware. Examples: <kbd class="ph userinput">I need a new laptop</kbd>, <kbd class="ph userinput">I need new headphones</kbd>. |
[Table 1. Intent classification types]

{#now-assist-itsm-deflection-intent-reference__table_tf3_4dv_rjc}

## User context information {#now-assist-itsm-deflection-intent-reference__section_user_context}

The system retrieves the following user context information from the knowledge graph to personalize search results.
{#now-assist-itsm-deflection-intent-reference__table_uf3_4dv_rjc__entry__2}

| Context type | Description |
|-|-|
| Hardware | The primary device used by the user. Examples: MacBook Pro, Dell Laptop, Windows Desktop. This context is applied to queries about device-specific issues. |
| Location | The user's office location or site. This context is applied to queries about location-specific services, networks, or resources. |
[Table 2. User context information]

{#now-assist-itsm-deflection-intent-reference__table_uf3_4dv_rjc}

## When user context is applied to queries {#now-assist-itsm-deflection-intent-reference__section_context_application}

User context is applied to the search query only when the context is relevant to the issue description.
{#now-assist-itsm-deflection-intent-reference__table_vf3_4dv_rjc__entry__3}

| Original description | User hardware context | Rephrased query that is passed to search |
|-|-|-|
| My laptop is not working | MacBook Pro | MacBook Pro not working |
| My laptop is stuck | MacBook Pro | MacBook Pro stuck |
| What is Outlook | MacBook Pro | Outlook overview. Note: Here, no context is applied. |
[Table 3. Context application examples]

{#now-assist-itsm-deflection-intent-reference__table_vf3_4dv_rjc}

## Sentiment analysis in responses {#now-assist-itsm-deflection-intent-reference__section_sentiment}

The system detects the emotional tone in the user's description and incorporates this sentiment in the response. When the user expresses frustration or urgency, ServiceNow Otto for ITSM acknowledges the concern in the response. For example, if the user types <kbd class="ph userinput">I am frustrated. My laptop is broken</kbd>, the response begins with I understand your frustration with your broken MacBook Pro and returns solutions in order of relevance.