---
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


---

# Analyze sentiments

# Analyze sentiments in ServiceNow Otto for IT Service Management (ITSM) {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Make informed decisions on incidents based on requester's sentiment and the reasoning behind it in the ServiceNow Otto for IT Service Management (ITSM) application.

## Before you begin

Role required: itil

## Procedure

1. Navigate to the incident list or incident form in the Core UI or in Service Operations Workspace for ITSM.

   | To | Do this |
   | Navigate in Core UI | 1. Go to AllIncidentAll. The incident list view appears. You can analyze the Sentiment and Sentiment trend for the incident list. 2. Select an incident.The incident form view appears. 3. In the Sentiment field, select the information icon (![Information icon]()) to see the reasons for the sentiment. Note: If the Sentiment field does not appear, you must configure the form layout. For more information, see [Configuring the form layout](https://www.servicenow.com/docs/access?context=configure-form-layout&version=australia&pubname=australia-platform-administration&ft:locale=en-US) and add the Sentiment field. {#sentiment-analysis-now-assist-itsm__ol_x3j_slg_w2c} |
   | Navigate in Service Operations Workspace for ITSM | 1. Go to WorkspacesService Operations Workspace. 2. Select the list icon (![List icon]()). 3. Go to IncidentsOpen. The Service Operations Workspace for ITSM list view appears. 4. Select an incident.The Service Operations Workspace for ITSM form view appears. 5. Select the information icon (![Information icon]()) to see the reasons for the sentiment. Note: If the Sentiment field does not appear, you must configure the form layout. For more information, see [Configuring the form layout](https://www.servicenow.com/docs/access?context=configure-form-layout&version=australia&pubname=australia-platform-administration&ft:locale=en-US) and add the Sentiment field. {#sentiment-analysis-now-assist-itsm__ol_wq3_ymg_w2c} |
   |-|-|

   {#sentiment-analysis-now-assist-itsm__choicetable_svt_mlg_w2c}
2. **Optional:** In the Core UI or in Service Operations Workspace for ITSM list view, you can sort the incidents based on the sentiment and the sentiment trend.
3. **Optional:** Manually refresh a sentiment.  
   1. In the Core UI or in Service Operations Workspace for ITSM, enter a comment in the Additional Comments field.
   2. In the Service Operations Workspace for ITSM interface, a red dot appears on the information icon (![Information icon]()) next to the sentiment.
   3. Select the information icon (![Information icon]()) and then select the refresh icon (![Refresh icon]()) to see the updated sentiment and sentiment trend.
   {#sentiment-analysis-now-assist-itsm__ol_ln3_qsg_w2c}

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