Fulfiller pre-built topics for ITSM Virtual Agent
Summarize
Summary of Fulfiller pre-built topics for ITSM Virtual Agent
These pre-built Virtual Agent topics are tailored for ITSM professionals holding the itil role. They enable users to efficiently manage common IT service management tasks such as creating and updating change requests, problems, incidents, and assigned tasks directly through conversational interfaces like Slack. This streamlines ITSM workflows by providing guided, role-specific interactions.
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Key Features
- Create Change Request: Users can create Normal, Standard, or Emergency change requests. The Virtual Agent prompts for essential details like short description, justification, configuration item, assignment group, and planned start/end dates. For standard changes, users select from a catalog via a carousel link.
- Create Problem: Users can raise problem records by providing a description, urgency, impact, and the associated problematic configuration item.
- Identify Available Change Windows: Users can query the next available change window for a specific configuration item by specifying the CI and desired start/end date and time, helping plan maintenance around blackout calendars.
- Identify Scheduled Changes: Users can retrieve upcoming change requests for a specific configuration item by entering its name.
- Resolve Incident: Users can resolve incidents via chat by providing a close code (e.g., Solved Permanently or Workaround) and resolution notes.
- Update Assigned Task: Users can update comments or work notes on assigned tasks. The Virtual Agent lists assigned tasks for selection, supports updating one or all tasks, and offers options to add comments, work notes, or cancel.
- Update Change Request: Users can update change requests by adjusting actual start/end times and changing the status to work in progress or closed.
Key Outcomes
By leveraging these pre-built Virtual Agent topics, ITSM professionals can perform critical IT service management activities more quickly and intuitively without leaving their preferred communication platform. This leads to improved productivity, faster change and incident resolution, better problem management, and enhanced visibility into change schedules and tasks.
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.
- 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 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 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.
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.