Re-open or Cancel Incident using Virtual Agent

[Harsha M V]

Hi All,

How to Re-open or Cancel Incident using Virtual Agent?
Is there OOB functionality where if we select any incident then it asks to cancel the incident and updates the worknotes and changes the state to cancel?

Regards,

Harsha

[Gokul Janardana · Accepted solution]

Hi Harsha,

There are no OOB topics with this capability which you have mentioned. However you can easily achive this by creating your own topics.

To start with you can refer the OOB topics like "Resolve Incident", "Add Comments-Similar Incident", "Check IT Ticket Status" etc... These topics offer similar capabilities but not exactly what you are looking for.

If you find my answer helpful, please accept the solution and mark it as helpful!

Thanks,
Gokul J

[Admin7267]

Hi @Harsha M V 

Did you created a topic to Re-open the incident from Virtual Agent? If yes, then can you please let me know the steps, I have the similar requirement to work on. Thanks in advance