This article lists out the number of out-of-the-This article lists out the number of out-of-the-box skills for Servicenow which the administrator can import into their Bot. Luma uses these skills to guide the user through a conversation to create or view tickets in their Service Management system.
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Skills | Description | Permission | Top Phrases to Trigger the Skill | |||
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Incident | ||||||
1 | Create an Incident | To create a new Incident | Self Service User | Create an Incident Create a new Incident. | ||
2 | View an Incident | To view an Incident with a ticket ID which are either created by or assigned to the user | Self Service User | View an incident Show me the Incident Show the ticket 5 | ||
3 | View an Incident assigned to <User name> | To view an Incident assigned to a specific user | Analyst | View an Incident assigned to Fred Luddy | ||
4 | View incidents by creator | To display the Incidents created by a specific user. | Analyst | View Incidents created by Fred Luddy | ||
5 | View the list of Incidents | To view the list of Incidents which are either created by or assigned to the user | Self Service User | View the list of Incidents | ||
6 | View open Incidents | To display all the open Incidents which are either created by or assigned to the user | Self Service User | View open incidents | ||
7 | View resolved Incidents | To display all the resolved Incidents which are either created by or assigned to the user | Self Service User | View resolved Incidents | ||
8 | View new Incidents | To display the Incidents that are new which are either created by or assigned to the user | Self Service User | View new incidents | ||
9 | View in-progress Incidents | To display Incidents that are In-progress which are either created by or assigned to the user | Self Service User | View in progress incidents | ||
10 | View on-hold Incidents | To display Incidents that are on Hold which are either created by or assigned to the user | Self Service User | View on hold incidents | ||
11 | View cancelled Incidents | To display all the Incidents that are Cancelled which are either created by or assigned to the user | Self Service User | View cancelled incidents | ||
12 | View closed Incidents | To display all the Incidents that are Closed which are either created by or assigned to the user | Self Service User | View closed incidents | ||
13 | View open unassigned incidents | To display all the Incidents that are not assigned which are either created by or assigned to the user | Self Service User | View open unassigned incidents | ||
14 | Update an Incident | To update an incident | Self Service User | Update an Incident | ||
15 | Update the Status of an Incident | To change the Status of an Incident | Self Service User | Update the status of an incident | ||
16 | Update the Priority of an Incident | To change the Priority of an Incident | Self Service User | Update the priority of an incident Change the priority of an incident update the priority of the incident INC0010014 | ||
17 | Update the Description for an incident | To change the Description of an Incident | Self Service User | Update the Description for an incident | ||
18 | Add a work note to an incident | To add a note to an incident | Analyst | Add a work note to an incident Add worklog Add work note | ||
19 | Assign an incident to an assignee | To assign an Incident to a specific agent. | Analyst | Assign an incident to an assignee Assign the incident INC0000003 to Fred Luddy | ||
Problem | ||||||
1 | Create a Problem | To create a Problem request | Analyst | Create a Problem. | ||
2 | View a Problem | To view a Problem request by its ID which are either opened by or assigned to the user | Self Service User | View a problem | ||
3 | View list of problem requests | To view a list of Problems which are either opened by or assigned to the user | Analyst | View list of problem requests | ||
4 | Update a Problem request | To update a Problem request | Analyst | Update a problem request | ||
5 | Update the status of a problem | To update Status of a Problem request. | Analyst | Update the status of a problem | ||
6 | Update the impact of a problem | To update Impact of a Problem request | Self Service User | Update the impact of a problem | ||
7 | Update the priority of a problem | To update Priority of a Problem request | Self Service User | Update the priority of a problem | ||
8 | Add a work note to a problem | To add a worklog to a specific Problem request | Analyst | Add a work note to a problem | ||
9 | Delete a Problem | To delete a specific Problem request | Administrator | Delete a problem | ||
Change Request | ||||||
1 | Create a Change Request | To create a Change Request | Self Service User | Create a Change Request | ||
2 | View a Change Request | To view a Change Request by its ID which are either requested by or assigned to the user | Self Service User | View a Change Request | ||
3 | View list of change requests | To view a list of Change Requests which are either requested by or assigned to the user | Analyst | View list of change requests | ||
4 | View all Change Requests | To view all the Change Requests which are either requested by or assigned to the user | Analyst Show | me all the Change Requests from ServiceNow.View all change requests | ||
5 | View new Change Requests | To view the Change Requests that are new which are either requested by or assigned to the user | Analyst | Show me the new Change Requests from ServiceNow, I would like to see the new tickets from ServiceNow. | View new change requests | |
6 | View open Change Requests | To view all the open Change Requests which are either requested by or assigned to the user | Analyst | Show me all the Open Change Requests from ServiceNow, I would like to see all the Open tickets from ServiceNow.by or assigned to the user | Analyst | View open change requests |
7 | View assess Change Requests | To view all Change Requests under assess state which are either requested by or assigned to the user | Analyst Show me the spam tickets from ServiceNow, I would like to see the spam tickets from ServiceNow. | View assess change requests | ||
8 | Update a Change Request | To update a Change Request | Analyst | Update the Change Request in ServiceNow, Need to update the Change Request 7 in ServiceNow. | ||
9 | Update Status of a Change Request | To change Status of a change request | Analyst | Change Status of the Change Request 7, I would like to change Update the status of a Change Request. change request | ||
10 | Update Impact of a Change Request | To change the Impact of a Change Request | Self Service User | Change Update the Impact of the Change Request 7, I would like to change the Impact of a Change Request. impact of a change request | ||
11 | Update Priority of a Change Request | To change the Priority of a Change Request | Self Service User | Change the Priority of the Change Request 7, I would like to change the Update Priority of a Change Request. | ||
12 | Add a work note to a Change Request change request | To add a worklog to a specific Change Request | Analyst | Add a work note to Change Request in ServiceNow, Add a worklog to the Change Request 2 in ServiceNow. a change request | ||
13 | Delete a Change Request | To delete a specific Change Request | Administrator | I would like to delete a Change Request in ServiceNow, | ||
Knowledge Search | ||||||
1 | Search Knowledge articleknowledge by keyword | Search knowledge search using keywords | Analyst | Search knowledge articleby keyword |