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Opportunity: Capturing the critical information for approval from the invoice without asking the user to input the required fields. Submitting the processing request with the original invoice in the Service management tool with the bot.

Approach: A required skill is already configured Configure a skill in the Bot to reimburse the bill. The skill initially asks the user to upload the invoice and sends . The attachment which is the uploaded invoice is now sent to OCR REST API to collects collect all the required information like invoice id, amount, dates, and all other relevant information. A confirmation request is sent to the user on the identified information from the invoice document and submits . Upon approval from the user, the reimbursement request in the Service Management system is sent with the invoice details and attachment of the invoice in the create service request.

The following are the key steps in creating the ticket in ISM by a Support Agent for an end-user:

Table of Contents

Define Attribute ..attachment,bill details,confirmation

  1. Create attributes for accepting the attachment and sending back the retrieved data from the bill details along with a confirmation message to the end-user with invoice information

    1. On Skill Builder--> Attribute tab, click on Create Attribute.

    2. Add attribute details such as Name and Data type.

    3. Set the prompt message to be displayed to the end-user, like “Please attach you bill here“

    4. Click Save.

Create an Integration ..to ocr api,ism

  1. Define Integration to Send-grid API with the “Send mail” operation. The integration will send an email to the concerned team to process the VPN access request with the required details.

    1. On the tenant menu, click on Integration.

    2. Create an Application with the integration type as REST.

    3. Add an instance to the Send-grid environment.

    4. Configure the ‘Send mail’ Operation.

select the integration created for in previous page

build your skill

Additional Resources

Visit the below Wiki Documentation for more information on:

  1. Creating an Attribute on Create Global Attributes

  2. Configure a 3rd party Web service integration on REST Integrations

  3. Creating and Managing Skills is at Create Skills

  4. Using local attribute in skills on Use Variables in Skills

  5. Publishing Skill on Build and Publish