Versions Compared

Old Version 1

changes.mady.by.user priti.hota (Deactivated)

Saved on

compared with

New Version 2

changes.mady.by.user priti.hota (Deactivated)

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.


This article lists out the number of out-of-the-box skills for TopDeskTOPdesk, which the administrator can import into their Bot. Luma uses these skills to guide the user through a conversation to create and view tickets in their Service Management system. 

Info
titleNote
  • To import these skills into your bot, please contact support@serviceaide.com. They will send you zip file that is formatted with all these skills and attributes and can be imported into your bot from Bot/Skills by clicking the ... (more options) button. It is strongly suggested that you do this first on your Staging environment. Attributes cannot be deleted.
  • Luma supports TopDesk TOPdesk version 9.11.002 and above.



SkillsDescriptionPermissionTop Phrases to Trigger the Skill
1Create an IncidentTo create a new incidentSelf Service User (SSU)Create an Incident
Create a new Incident.
2View an IncidentTo view an incident with an Incident IDSSUView an incident
Show me the Incident
Show the ticket 5
3
View the list of incidents
To view the list of Incidents which are either created by or assigned to the user.SSUView the list of Incidents.
4Service Catalog

To access the sub-categories available in the Service Catalog. The following two sub-categories (static) are available:

  • Cleaning: Tasks associated to this subcategory are performed.
  • Office: Tasks associated to this subcategory are performed.
SSU

Access Service Catalog

View Service Catalog

5 
Update an incident (Priority, Urgency, Impact, Processing status)
 		 To update an incident.AnalystUpdate an Incident.