Create the Open Incident workflow in the Asset Refresh topic

Each Decision branch introduces additional workflows. After creating our main Asset Refresh workflow, we need to ensure that the user can get help if something goes wrong. In this example, we will help the user create an incident.

시작하기 전에

Create the Asset Refresh topic in Virtual Agent Designer

Role required: virtual_agent_admin or admin

프로시저

1. Open the Asset Refresh topic in Virtual Agent Designer.
2. Return to the false decision branch after the Asset Check Boolean question that you asked the user.
   1. From the Components area, drag a Text bot response node onto the false branch on the canvas.
   2. Select the node to view the properties palette.
   3. Enter a name for the node and the response you want to display to the user.

      For example, name the node Open Incident. For the Response message, type Since you no longer have the device, we need to open an incident.

      

3. Add a Topic Block utility to node to create the incident.
   1. From the Components area, drag a Topic Block utility node onto the canvas.
   2. In the properties palette, select Create Incident for the Topic block.
   3. Under Input mapping, use dot-walking to specify the caller and short_description parameters.
      • For the caller, specify Input Variables > User.
      • For the short description, specify Input Variables > Asset Lookup > Asset tag.

      

   4. Under Output mapping, make sure to enable the created_incident_sys_id variable.
      
4. Drag this flow's arrow to the End node to complete this part of the workflow.
5. Select Save.

다음에 수행할 작업

Create the More Information workflow in the Asset Refresh topic