Fulfiller pre-built topics for ITSM Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Fulfiller Pre-Built Topics for ITSM Virtual Agent

    The Fulfiller pre-built topics for ITSM Virtual Agent facilitate ITSM professionals with the itil role in managing various tasks efficiently. These topics focus on key actions such as creating change requests, resolving incidents, and updating system data using their preferred client interfaces, including Slack.

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    Key Features

    • Create Change Request: Users can initiate change requests by specifying the type (Normal, Standard, or Emergency) and providing necessary details like description, justification, and timing.
    • Create Problem: Users can create problem records by describing the issue and assessing its urgency and impact, along with the related configuration item.
    • Identify Available Change Windows: Users can check the next available change windows for specific configuration items to plan changes effectively.
    • Identify Scheduled Changes: Users can view upcoming change requests associated with particular configuration items by entering their names.
    • Resolve Incident: Users can resolve incidents by providing closure codes and resolution notes through support chat.
    • Update Assigned Task: Users can modify comments or work notes in assigned tasks, choosing to update all tasks or specific ones as needed.
    • Update Change Request: Users can adjust the timing of change requests and update their status to work in progress or closed.

    Key Outcomes

    By utilizing these pre-built topics, ITSM professionals can streamline their workflows, enhance communication, and improve incident and change management processes. This ultimately leads to more efficient service delivery and better alignment with organizational needs.

    Fulfiller topic conversations are designed specifically for ITSM professionals with the itil role. These pre-built topics include resolving an incident, creating a problem, and updating data in the system.

    Create Change Request

    Users with the itil role can create change requests using their client of choice, such as Slack. Users indicate the type of change request (Normal, Standard, or Emergency). Change type definitions are provided by the virtual agent.

    For normal and emergency change requests, Virtual Agent prompts the user to enter the following criteria:
    • Short description
    • Justification
    • Configuration item
    • Assignment group
    • Planned start date
    • Planned end date

    For standard change requests, Virtual Agent sends a carousel link to a catalog of standard change items. After the user selects an item, Virtual Agent provides a link to open the associated category page to request the change.

    Create Change Request topic.

    Create Problem

    Users with the itil role can create problem records. Users provide a description of the problem and specify the urgency and the impact of the problem. Users must know and enter the associated problematic configuration item as well.

    Identify Available Change Windows

    Users with the itil role can check the next available change window for a configuration item. For example, you can determine the next available change window for a specific asset assigned to a user, regarding maintenance or black-out calendars. Users must enter the configuration item to check, such as PROmonitor, and then select a planned start and end date and time.

    Identify Available Change Windows topic.

    Identify Scheduled Changes

    Users with the itil role can find upcoming change requests for a specific configuration item (CI). To see the change requests, users must type in the name of the configuration item that contains the changes.

    Resolve Incident

    Users with the itil role can resolve an incident through support chat by providing a close code, for example, Solved (Permanently) or Solved (Workaround), and resolution notes.

    Resolve Incident topic.

    Update Assigned Task

    Users with the itil role can update comments or work notes in assigned tasks. When a user wants to update a task, the virtual agent returns a list of all assigned tasks and asks which task the user wants to update. Users can select a single listed task to update or select All to load and update all assigned tasks. The virtual agent then asks if the user wants to add a comment, a work note, or both. Optionally, users can cancel the update.

    Update Change Request

    Users with the itil role can update the actual start and end time of a change, as well as move it to work in progress or closed states.