This article lists out the number of out-of-the-box skills for BMC Remedy, 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 | ||
|---|---|---|
| ||
To import these skills into your bot, please contact support@serviceaide.com and request the IT Support Skills import file. 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. |
| Skills | Description | Permission | Top Phrases to Trigger the Skill | |
|---|---|---|---|---|
| 1 | Create an incident | To create a new incident | Self service user | Need to create an incident in BMC Can you create an incident in BMC |
| 2 | View an Incident | To view an incident with an Incident ID | Self service user | Show me the incident <Incident ID> View an incident |
| 3 | View tickets assigned to an assignee | To view an incident by mentioning the assignee's name | Analyst | Show me the incidents assigned to <Assignee name> |
| 4 | View In-progress tickets/incidents | To view the incidents which has In-progress Status | Analyst | Show me the incidents which are In-progress Could you show me all the ongoing incidents |
| 5 | View Assigned tickets/incidents | To view the incidents which has Assigned Status | Analyst | Show me the incidents which are Assigned Could you show me all the assigned incidents |
| 6 | View Pending tickets/incidents | To view the incidents which has Pending Status | Analyst | Show me the incidents which are Pending Could you show me all the pending incidents |
| 7 | View Closed tickets/incidents | To view the incidents which has Closed Status | Analyst | Show me the incidents which are Closed Could you show me all the closed incidents |
| 8 | View Cancelled tickets/incidents | To view the incidents which has Cancelled Status | Analyst | Show me the incidents which are Cancelled Could you show me all the cancelled incidents |
| 9 | View Critical tickets | To view the incidents which are Critical | Analyst | Show me the incidents which are Critical Could you show me all the critical incidents |
| 10 | View High priority tickets | To view the incidents which are of high priority | Analyst | Show me the incidents which are of high priority Could you show me all the high priority incidents |
| 11 | View Medium priority tickets | To view the incidents which are of medium priority | Analyst | Show me the incidents which are of medium priority Could you show me all the medium priority incidents |
| 12 | View Low priority tickets | To view the incidents which are of low priority | Analyst | Show me the incidents which are of low priority Could you show me all the low priority incidents |
| 13 | View In-progress tickets w/ Assigned group | To view the incidents under a particular group which has In-progress Status | Analyst | Show me the incidents from Back office which are In-progress Front office In-progress incidents please Show me the ongoing incidents from service desk. |
| 14 | View Pending tickets w/ Assigned group | To view the incidents under a particular group which has Pending Status | Analyst | Show me the incidents from Back office which are Pending Front office pending incidents please Show me the pending incidents from service desk |
| 15 | View Closed tickets w/ Assigned group | To view the incidents under a particular group which has Closed Status | Analyst | Show me the incidents from Back office which are closed Front office closed incidents please Show me the closed incidents from service desk |
| 16 | View Assigned tickets w/Assigned group | To view the incidents under a particular group which has Assigned Status | Analyst | Show me the incidents from Back office which are assigned Front office assigned incidents please Show me the assigned incidents from service desk |
| 17 | View Cancelled tickets w/ Assigned group | To view the incidents under a particular group which has Cancelled Status | Analyst | Show me the incidents from Back office which are cancelled Front office cancelled incidents please Show me the cancelled incidents from service desk |
| 18 | View Critical tickets w/ Assigned group | To view the incidents under a particular group which are Critical | Analyst | Show me the incidents from Back office which are critical Front office critical incidents please Show me the critical incidents from service desk |
| 19 | View High priority tickets w/ Assigned group | To view the incidents under a particular group which are of high priority | Analyst | Show me the incidents from Back office which are of high priority Front office high priority incidents please Show me the high priority incidents from service desk |
| 20 | View Medium priority tickets w/ Assigned group | To view the incidents under a particular group which are of medium priority | Analyst | Show me the incidents from Back office which are of medium priority Front office medium priority incidents please Show me the medium priority incidents from service desk |
| 21 | View Low priority tickets w/ Assigned group | To view the incidents under a particular group which are of low priority | Analyst | Show me the incidents from Back office which are of low priority Front office low priority incidents please Show me the low priority incidents from service desk |
| 22 | Add/Change summary of an Incident | To add or change the summary of an incident | Analyst | Update an incident summary Update summary of <Incident ID> Change an incident summary Change the summary of <Incident ID> |
| 23 | Add/Change notes to an Incident | To add or change an incident note | Self service user | Add a note to an incident Add note to <Incident ID> Update an incident note Update <Incident ID> note Change an incident note Change the note of <Incident ID> |
| 24 | Change the impact of an Incident | To change the impact of an incident | Analyst | Update an incident Update the impact of an incident Change the impact |
| 25 | Change the urgency of an Incident | To change the urgency of an incident | Analyst | Update an incident Update the urgency of an incident Change the urgency |
...