Need help with that requirement somebody can assist I am new in the virtual agent:
Requirement:
If a user either types in an incident number or selects the topic for Check Incident Status, then VA will check the status. Initially as proof of concept, let's assume the user will only check for their own status. However, we do need to consider users checking for incidents for other users.
Separate note: when talking to a live agent, the agent can paste an incident number and it will provide a summary of the ticket. See if this would occur when a user pastes the number in chat without talking to an agent
VA will display some information about the incident:
- Number
- Short description
- Status
- latest comment from Assigned to user
Then VA suggests the user some actions:
- Add a comment to the incident
- If they want to talk to an available agent
- escalate the incident, (for now, this will increase the Urgency value)
- If the issue is solved, they can auto-resolve
