ITSM Virtual Agent pre-built LLM topics

Release version: Washingtondc

Updated May 25, 2024

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Summary of ITSM Virtual Agent pre-built LLM topics

ITSM Virtual Agent includes pre-built Large Language Model (LLM) topics that facilitate common IT tasks, such as password management and ticket status checks. These topics are read-only and identified with (Template) in their names, allowing customers to duplicate and customize them according to their naming conventions.

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Key Features

Check Ticket and Support Status: Users can inquire about their IT ticket statuses through a guided conversation that collects relevant ticket details.
Show Pending Approvals: Users can view and process pending approvals by choosing to approve or reject tickets using provided list numbers.
Core ITSM Topics: Users can check ticket statuses, escalate urgency, and open new tickets while avoiding duplicates by leveraging machine-learning algorithms.
Service Disruptions: Access information on known outages, with links to detailed information regarding planned or unplanned disruptions.
Password Management: Users can initiate password-related actions (reset, change, unlock) by entering specific keywords, with various identity verification options available.

Key Outcomes

By utilizing the ITSM Virtual Agent pre-built LLM topics, customers can enhance user self-service capabilities, streamline IT support processes, and improve overall incident management. The integration of password management within the Virtual Agent allows for automated user verification and reduces the need for direct IT intervention.

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.


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.

Core ITSM topics


Check IT Ticket Status	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.
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.
Open IT Ticket	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 are not 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:

In order 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.


Change Password	Request to change your user password. User must be logged in.
Reset Password	Request to reset your user password.
Unlock Account	Request to verify your locked user account.

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