---
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


---

# Generate a response to Request Management records

# Generate a response to Request Management records by using 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  
Automatically generate a response in request-related record activity streams using the activity response generation skills for requests and requested items. Add responses to work notes or comments to enhance the quality of
your interactions with the user.

## Before you begin

Role required: itil

## About this task

Activity response generation for Request Management involves individual skills used to generate responses in the following record types:

* Requests
* Requested items
* Catalog tasks

{#summarize-request-related-activity-response-generation__ul_klh_3w5_y3c}These Request Management activity response generation skills provide you with responses in work notes or comments. These responses are generated from the information entered in the corresponding record fields. For more information about which fields are referenced, see [Skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM)](https://servicenow-prod.fluidtopics.net/QT06qRdfy~Mt1zHf12iKdg "Get a quick overview of the skill inputs and triggers for ServiceNow Otto for IT Service Management (ITSM). By configuring the inputs or triggers for a skill, you can determine how and when a skill is used.").

## Procedure

1. Navigate to a request, requested item, or catalog task record in the SOW or Core UI where you want to generate work notes or comments using ServiceNow Otto.
2. Do the following in the Work notes or Comments field:  
   1. Select the ServiceNow Otto icon ().  
      The following four options appear:  
      Note:  
      The options are displayed based on the configurations by your admin.  
      {#summarize-request-related-activity-response-generation__table_cpy_b5z_qgc__entry__2}

      | Options | Description |
      |-|-|
      | Acknowledge task | Acknowledge the receipt of the task record. |
      | Post response | Generate a reply for specific questions from the user. |
      | Summarize actions taken | Generate a summary of all actions taken. |
      | Follow up | Ask follow-up questions. |
      [ ]

      {#summarize-request-related-activity-response-generation__table_cpy_b5z_qgc}
   2. Select one of the options based on the type of response that you want ServiceNow Otto to generate.

      The response appears in the ServiceNow Otto context menu.
   3. You can select the Refine menu and elaborate, shorten, or change the tone of the response.
   {#summarize-request-related-activity-response-generation__ol_dsb_dtz_qgc}
3. Select Insert.

## Result

The response generated by ServiceNow Otto is added to the Work notes or Comments field. You can further edit the response or select Post to add it to the activity
stream.