Page Comparison

This article lists out the number of out-of-the-box skills and features available in Luma VA that are compatible with the various ITSM connectors such as ServiceNow and Cherwell. Luma VA uses these skills to guide the user through a conversation to create and view tickets in their Service Management system such as Jira.

Table of Contents

Info

title	Note

To import these skills into your bot, please contact support@serviceaide.com. The team will send you a zip file with all the OOTB skills and associated entities that can be imported into your bot using Bot Export and Import. It is strongly suggested that you do this first in your Staging environment. Once created, Attributes cannot be deleted.
Before the OOTB skills can be executed, the skills should be updated to connect to your respective ITSM environments.

...

This article lists out the number of out-of-the-box skills and features available in Luma VA that are compatible with the various ITSM connectors such as ServiceNow and Cherwell. Luma VA uses these skills to guide the user through a conversation to create and view tickets in their Service Management system such as Jira.

Table of Contents

Info

title	Note

To import these skills into your bot, please contact support@serviceaide.com. The team will send you a zip file with all the OOTB skills and associated entities that can be imported into your bot using Bot Export and Import. It is strongly suggested that you do this first in your Staging environment. Once created, Attributes cannot be deleted.
Before the OOTB skills can be executed, the skills should be updated to connect to your respective ITSM environments.

Serviceaide - Intelligent Service Management (ISM)

Integration

OOTB Skills

Additional Features

Tool Configuration

User Impersonation

Create Ticket Skills

Update Ticket Skills

Assign Ticket Skills

Add worklog/comment Skills

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Configured Out of the Box with ISM Integration Parameters from Superadmin console for Primary connector and configurable by the Tenant Administrator for a secondary connector.

Supports impersonation, All actions will be performed as logged in User.

OOTB skills are available for all 4 ticket type with Impact, Urgency, Status - Static List
Priority - Dynamic, Category - Text Field(Populated as default in the skill).

Updating Status is Static.

Group, Assigned Individual is dynamic.

Worklog type is a list (Client Viewable or Internal)

View Ticket/KB Article URL is formed using the configuration base URL and for Single sign-on (SSO) Implementation, need to modify all the skills with the new formation of URL to view ticket/KB article.

Keyword searches the Symptom and cause fields using DB search.

150 Create request skills. Requires custom attributes and the respective category in ISM to be loaded.

Available for Status-based and Conditional follow-up. Need configure based on customer needs.

Transfer to agent without ticket create option. Can be configured based on customer needs.

Default Sync on the configuration as Primary connector only contacts no group from ISM (No configuration or mapping available).

Supported.

CA Service Desk Manager (SDM)

Integration

OOTB Skills

Additional Features

Tool Configuration

User Impersonation

Create Ticket Skills

Update Ticket Skills

Assign Ticket Skills

Add worklog/comment Skills

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Configured Out of the Box with

ISM

SDM Integration Parameters from Superadmin console for Primary connector and configurable by the Tenant Administrator for a secondary connector.

Supports impersonation, All actions will be performed as logged in User.

OOTB skills are available for all 4 ticket type with Impact, Urgency, Status, Priority - Static List

Priority - Dynamic, Category - Text Field(Populated as default in the skill)

.

Updating Status is Static.

Group, Assigned Individual is dynamic.

Worklog type is a list (Client Viewable or Internal).

View Ticket/KB

Article

URL is formed using the configuration base URL and

for Single sign-on (SSO) Implementation, need to modify all the skills with the new formation of URL to view ticket/KB article

based on the response.

Keyword

searches the Symptom and cause fields using DB search

search uses Elastic to search and search all KB fields.

150 Create request skills. Requires

custom

attributes and

the respective category in ISM to be loaded

categories to exist.

Available for Status-based and Conditional follow-up.

Need configure

To be configured based on customer needs.

Transfer to agent without ticket create option.

Can

To be configured based on customer needs.

Default Sync on the configuration as Primary connector only contacts and no

group

groups from

ISM

SDM (No configuration or mapping available).

Supported.

...

ServiceNow

Integration		OOTB Skills							Additional Features
Tool Configuration	User Impersonation	Create Ticket Skills	Update Ticket Skills	Assign Ticket Skills	Add worklog/comment Skills	View Ticket/Knowledge Article	Search Knowledge Article	Common IT Support Skills	Automated Follow-up	Transfer to Agent	Sync Users and Groups	No Data (Null) Response

Configured Out of the Box with SDM Integration Parameters from Superadmin console for Primary connector and configurable by the Tenant Administrator for a secondary connector.

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

Supports impersonation, All actions will be performed as logged in User.

OOTB skills are available for all 4 ticket type with Impact, Urgency, Status

, Priority

- Static List
Priority - Dynamic, Category - Text Field(Populated as default in the skill).

Updating Status is Static.

Group, Assigned Individual is dynamic.

Worklog type is a list (Client Viewable or Internal)

.

View Ticket/KB Article URL is formed using the configuration base URL and

based on the response

for Single sign-on (SSO) Implementation, need to modify all the skills with the new formation of URL to view ticket/KB article.

Keyword

search uses Elastic to search and search all KB fields.

searches the Symptom and cause fields using DB search.

Available around 150 Create request skills

.

(Requires custom attributes and

categories to exist

the respective category in SDM to be loaded).

Available for

Status-based and

Conditional

follow-up.

To be configured

Need to configure based on customer needs.

Transfer to agent

without

with a static ticket create option. To be configured based on customer needs.

Default Sync on the configuration as Primary connector only contacts and no groups from SDM (No configuration or mapping available).

Supported.

...

Available through Sync utility.

Available using Error Handling.

Cherwell

Available for Conditional

Integration

OOTB Skills

Additional Features

Tool Configuration

User Impersonation

Create Ticket Skills

Update Ticket Skills

Assign Ticket Skills

Add worklog/comment Skills

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

Supports

impersonation, All actions will be performed as logged in User

User Filtration.

Users need to be uploaded through the sync utility.

OOTB skills are available for all 4 ticket type with Impact, Urgency, Status - Static List
Priority - Dynamic, Category - Text Field(Populated as default in the skill

Available for 3 ticket types- Incident, Problem and Change with Priority and Customer ID/Request By(will be dynamic when user sync works).

Updating

Status is Static.

Group, Assigned Individual is

status, impact, and urgency are dynamic.

Worklog type is a list (Client Viewable or Internal)

View Ticket/KB Article URL is formed using the configuration base URL and for Single sign-on (SSO) Implementation, need to modify all the skills with the new formation of URL to view ticket/KB article.

Keyword searches the Symptom and cause fields using DB search.

Available around 150 Create request skills (Requires custom attributes and the respective category in SDM to be loaded).

All params are dynamically fetched.

IT Support skills are not available.

Available for conditional follow-up. Need to configure based on customer needs.

Transfer to agent with a static ticket create option. To be configured based on customer needs.

.

Available through Sync utility.

Available using Error Handling.

...

Jira Service Management

Integration

OOTB Skills

Additional Features

Tool Configuration

User Impersonation

Create Ticket Skills

Update Ticket Skills

Assign Ticket Skills

Add worklog/comment Skills

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

Supports User Filtration.

Users need to be uploaded through the sync utility

Not supported - API level restriction.

Available for 3 ticket all issue types - Task, Subtask, Incident, Change, Problem and Change with Priority and Customer ID/Request By(will be dynamic when user sync works).

Updating status, impact, and urgency are dynamic.

All params are dynamically fetched.

IT Support skills are not available.

, Service Request (Issue types are dynamically fetched)

Not available

View issues only

Available for conditional follow-up. Need to configure based on customer needs.

Transfer to agent with a static ticket create option. To be configured based on customer needs.

.

Available through Sync utility

Research in progress on building this synchronization.

Available using Error Handling.

Freshservice

TOPdesk

Integration

OOTB Skills

Additional Features

Tool Configuration

User Impersonation

Create Ticket Skills

Update Ticket Skills

Assign Ticket Skills

Add worklog/comment Skills

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

Not supported - API level restriction

Supported.

Available only for

3

Incident ticket types

, Incident, Problem, and Change.

Updating

status, impact, and urgency are Static.

No assignment skills .

IT Support skills are not available.

Incidents (Priority, Urgency, Impact, Processing Status)

Not available

View Incidents and Change Requests only

Available for conditional follow-up. Need to configure based on customer needs

Transfer to agent with a static ticket create option. To be configured based on customer needs.

Research in progress on building this synchronization.

Available

...

Available

Connectwise

Integration

OOTB Skills

Additional Features

Tool Configuration

User Impersonation

Create Ticket Skills

Update Ticket Skills

Assign Ticket Skills

Add worklog/comment Skills

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

Not supported - API level restriction.

Supported

Available only for

all issue types - Task, Subtask, Incident, Change, Problem, Service Request (Issue types are dynamically fetched

Incident ticket types

Updating Incidents (Priority, Urgency, Impact, Processing Status)

Not available

View

issues

Incidents and Change Requests only

Available for conditional follow-up. Need to configure based on customer needs

Transfer to agent with a static ticket create option. To be configured based on customer needs.

Research in progress on building this synchronization.

Available

TOPdesk

Available

Point of Business (POB)

Integration

OOTB Skills

Additional Features

Tool Configuration

User Impersonation

Create Ticket Skills

Update Ticket Skills

Assign Ticket Skills

Add worklog/comment Skills

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

Supported

.

Available

only

for

Incident ticket types

issue types -Incident, Service Request, Problem, Known Error, RFC, Knowledge, Event, Maintenance, Work Order, Sales, FAQ, HR, HRP

Updating Incidents (

Updating Priority, Description Urgency, Impact, Processing Status, Case Assignment)

Not available

Assignment to Group, Assigned Individual.

Not available

View

Incidents and

case, Change Requests only

Available for conditional follow-up. Need to configure based on customer needs

Image Added

Transfer to agent with a static ticket create option. To be configured based on customer needs.

Available

...

ChangeGear

Integration

OOTB Skills

Additional Features

Tool Configuration

User Impersonation

Create Ticket Skills

Update Ticket Skills

Assign Ticket Skills

Add worklog/comment Skills

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

Supported

Available

only

for

Incident ticket types

Updating Incidents (Priority, Urgency, Impact, Processing Status)

issue types -Incident, Service Request, Problem, Task, Change Request, Knowledge

Not available

View Incidents and Change Requests only

Assignment to Group, Assigned Individual.

Available

Not available

Available for conditional follow-up. Need to configure based on customer needs

Image Added

Transfer to agent with a static ticket create option. To be configured based on customer needs.

Available

...

Azure

Integration		OOTB Skills							Additional Features
Tool Configuration	User Impersonation	Create Ticket Skills

Update Ticket SkillsAssign Ticket SkillsAdd worklog/comment Skills

Create AD Group

Manage AD Group

User Management

View Ticket/Knowledge Article

Search Knowledge Article

Common IT Support Skills

Automated Follow-up

Transfer to Agent

Sync Users and Groups

No Data (Null) Response

Need to configure the ITSM Connector and perform the Import of Basic skills. Need to follow the steps Connector Prerequisites to Configure Luma.

Supported

Available for issue types -Incident, Service Request, Problem,

Known Error

Task,

RFC

Change Request, Knowledge

, Event, Maintenance, Work Order, Sales, FAQ, HR, HRP

Updating Priority, Description Urgency, Impact, Processing Status, Case Assignment)

Not available

Assignment to Group, Assigned Individual.

Available

Not available

View case, Change Requests only

Available for conditional follow-up. Need to configure based on customer needs

Transfer to agent with a static ticket create option. To be configured based on customer needs.

Not available

Available

Versions Compared

Old Version 3

New Version Current

Key

Serviceaide - Intelligent Service Management (ISM)

CA Service Desk Manager (SDM)

ServiceNow

Cherwell

Jira Service Management

Freshservice

TOPdesk

Connectwise

TOPdesk

Point of Business (POB)

ChangeGear

Azure