ITSM Virtual Agent pre-built LLM topics

ITSM Virtual Agent includes pre-built Large Language Model (LLM) topic conversations designed to help your users complete the common IT-related tasks such as checking and resetting a password.

LLMs are used to identify and trigger the action that a user wants to perform.

ITSM Virtual Agent pre-built LLM topics are read only and have (Template) as the suffix in their name. To use them, duplicate the topic in the ITSM Virtual Agent conversation scope and rename it according to your company naming conventions.

For ITSM Virtual Agent pre-built Natural Language Understanding (NLU) topics, see Using ITSM Virtual Agent pre-built topics.

Note:

All demo topics will be available with the demo data.

Check Ticket and Support Status	Check the status of your IT tickets and support cases. Once the conversation is initiated, it progresses by collecting data about the ticket one question at a time. Note: For HR cases, an Admin must allow Core RCA records for Read operation and Write operation. sys_scope = Now Assist in Virtual Agent target_scope = Human Resources: Core target = Table: HR Case status = Allowed source = Script Include: ITSMTopicsHelper See Requested restricted caller access (RCA) for more information.
Show Pending Approvals	Check pending approvals that are needed to take action upon and pick those to be processed. You can either Approve or Reject your tickets by picking the list numbers provided to you by the Virtual Agent.
Check your device's health using Digital End-User Experience (DEX)	Use the Now Assist for ITSM Virtual Agent to monitor your device's performance and diagnose potential issues. See Check device health using Now Assist for ITSM Virtual Agent for more information. Important: You must install DEX to perform this action. See Install Digital End-User Experience for more information.
(DEMO) Explain change risk	Quickly generate the explanation of the calculated risk rating for a change request by using the change request risk explanation skill in the Now Assist for IT Service Management (ITSM) application.

Core ITSM topics

(DEMO) Check IT Ticket Status (Template)	Check the status of your IT ticket. Once the conversation is initiated, it progresses by collecting data about the ticket one question at a time.
(Deprecated) Escalate IT Ticket	Raise the urgency of your IT ticket for a faster resolution. Escalating a ticket priority requires choosing the incident and verifying the escalation. Users must provide a justification to escalate the incident. Virtual Agent escalates the incident to the next urgency level. For example, from low to medium, or from medium to high. If an incident is already at high-level urgency, Virtual Agent alerts the user to this and asks if the user would like to add a comment to help expedite resolution.
(DEMO) Open IT Ticket (Template)-LLM	Open a ticket leveraging machine-learning algorithms with application logic for predicting similar open tickets. Prevent users from opening duplicate incidents by finding similar incidents and asking if the user wants to add comments to the similar incident.
Service Disruptions	Access all known outage information. When a user asks if a particular system is down, Virtual Agent returns a list of links displaying planned or unplanned outages and any system degradations. Users can click the links for more detailed information about a specific outage or degradation, as well as click Show more when additional outages are known.

Password reset topics

End users can initiate a password management conversation with Virtual Agent by entering the keywords Reset, Change, Unlock, or Password.

Users who aren’t logged in can perform the Reset Password and Unlock Account actions. Users who are logged in can perform the Change Password, Reset Password, and Unlock Password actions.

Requirements:

• Password Reset (com.glideapp.password_reset) plugin
• Password Reset Virtual Agent Conversations (com.snc.password_reset.virtual_agent) plugin

Note:

For the password reset process to be available in Virtual Agent, ensure that you selected the Enabled on Virtual Agent check box in the Password Reset process configuration page.

For more information about the password reset process, see Password Reset for Virtual Agent.

(DEMO) Change Password (Template)-LLM	Request to change your user password. User must be logged in.
(DEMO) Reset Password (Template) - LLM	Request to reset your user password.
(DEMO) Unlock Account (Template) - LLM	Request to verify your locked user account.

The following identity verification options are supported for password reset in Virtual Agent conversations. Custom verifications aren’t supported in Virtual Agent.

• Personal data verification: User provides specific pieces of personal data.
• Google Authenticator verification: User enters the generated code from the Google service Authenticator mobile app.
• SMS code verification: User enters the code received via a mobile text message.
• Email code verification: User enters the code received via email.
• Security question verification: User enters the configured security question answers.

For more information, see Configure your Password Reset process.

Actionable notification topics

ITSM Virtual Agent includes pre-built actionable notifications used to send interactive messages to a user based on pending tasks or alerts, such as RITM and request notifications, task approval notifications, and incident notifications.

Note:

You must activate notifications in Workflow Studio. For details, see Set up actionable notifications for ITSM Virtual Agent.

Table 1. Requested items (RITMs)

Topic	Actionable notification
RITM View Comment	Notification: Requested Item commented Sent to the approver of a Service Catalog request.
RITM Add Comments	Notification: Requested item on behalf of requester Sent to the end user when a Service Catalog request is opened on the end user's behalf.
View Request Details for Approver	Notification: Request approval reminder Sent to the approver of a Service Catalog request. Notification: Approval request for requests Sent to the end user who made the change request when an approval for a change is requested.
View RITM Details For Approver	Notification: Approval request for requested items Sent to the approver of a Service Catalog item request. Notification: Requested Item approval reminder Sent to remind the approver of a pending Service Catalog request.
View RITM Details For Requester	Notification: Requested item on behalf of requester Sent to the end user when a Service Catalog request is opened on the end user's behalf.

Table 2. Incidents

Topic	Actionable notification
(DEMO) Add Comment To Incident-LLM	Notification: Incident on behalf of caller Sent to end users whenever an incident is opened on their behalf.
(DEMO) Close Incident-LLM	Notification: Incident resolved Sent to end users whenever one of their incidents is resolved by someone other than the end user.
(DEMO) Mark Incident Unresolved-LLM	Notification: Incident resolved Sent to end users whenever one of their incidents is resolved by someone other than the end user.
(DEMO) View And Add Comments-LLM	Notification: Incident commented Sent to end users whenever a comment is added to their incident by someone other than the end user.
(DEMO) Resolve Incident-LLM	Notification: Incident commented Sent to end users whenever a comment is added to their incident by someone other than the end user. Notification: Incident on behalf of caller Sent to end users whenever an incident is opened on their behalf.

Table 3. Task approvals

Topic	Actionable notification
Approve Sysapproval Approver	Notification: Other approval Sent to the approver when a non-task record (such as a Knowledge Base article) needs approval. Notification: Task approval Sent to the approver about a newly created task that needs review and approval.
(DEMO) Reject Sysapproval Approver-LLM
Show Approval Details