Fulfiller pre-built topics for ITSM Virtual Agent

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Fulfiller pre-built topics for ITSM Virtual Agent

    Fulfiller pre-built topics for ITSM Virtual Agent are tailored for ITSM professionals with the itil role, allowing users to efficiently manage incidents, problems, and change requests within their environment. These conversational tools streamline essential IT service management tasks, enhancing user productivity and system interaction.

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    Key Features

    • Create Change Request: Users can initiate change requests (Normal, Standard, Emergency) through various clients like Slack. The virtual agent prompts for necessary details and provides definitions for each change type.
    • Create Problem: Users can create problem records by entering a description, urgency, impact, and the associated configuration item.
    • Identify Available Change Windows: Users can check upcoming change windows for configuration items, essential for planning maintenance or managing blackout periods.
    • Identify Scheduled Changes: Users can find upcoming change requests by entering the name of the relevant configuration item.
    • Resolve Incident: Users can close incidents via support chat by providing a close code and resolution notes.
    • Update Assigned Task: Users can update comments or work notes in assigned tasks, with options to update a single task or all assigned tasks.
    • Update Change Request: Users can modify the start and end times of changes and update their statuses.

    Key Outcomes

    By utilizing these pre-built topics, ITSM professionals can expect improved efficiency in managing service requests, ensuring timely resolution of incidents and proactive change management. This functionality not only enhances operational workflows but also supports better decision-making with real-time data access.

    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.