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.
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| Skills | Description | Permission | Top Phrases to Trigger the Skill | |
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| 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 |
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