This article lists out the number of out-of-the-box skills and features available in Luma that are compatible with the various ITSM connectors such as ServiceNow and Cherwell. Luma uses these skills to guide the user through a conversation to create and view tickets in their Service Management system and Jira.
Table of Contents
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To import these skills into your bot, please contact support@serviceaide.com. They will send you a 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 in your Staging environment. Attributes cannot be deleted. |
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 |
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. |
Transfer to agent without ticket create option. |
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 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. |
Updating Status is Static. |
Group, Assigned Individual is dynamic. |
Worklog type is a list (Client Viewable or Internal). |
View Ticket/KB URL is formed using the configuration base URL and based on the response. |
Keyword search uses Elastic to search and search all KB fields. |
150 Create request skills. Requires attributes and categories to exist. |
Available for Status-based and Conditional follow-up |
Transfer to agent without ticket create option |
Default Sync on the configuration as Primary connector only contacts and no groups from 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 |
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 - Static List |
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. |
Available around 150 Create request skills (Requires custom attributes and the respective category in SDM to be loaded). |
Available for Conditional follow-up. Need to configure based on customer needs. |
Transfer to agent with a static ticket create option. |
Available through Sync utility. |
Available using Error Handling. |
Cherwell Cherwell.zip
| 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. |
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, impact, and urgency are dynamic. |
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. . |
Available through Sync utility. |
Available using Error Handling. |
Freshservice
| 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. |
Available for 3 ticket types, Incident, Problem, and Change. |
Updating status, impact, and urgency are Static. |
No assignment skills . |  |
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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. |
Research in progress on building this synchronization. | |
Jira
| 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. |
Available for 3 issue types - Bug, Task, Story, Epic. |
Updating summary, description, priority. |
All params are dynamically fetched. | |
View issues only |
| |
Available for conditional follow-up. Need to configure based on customer needs |
Transfer to agent with a static ticket create option. |
Research in progress on building this synchronization. | |
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. |
Supported. |
Available only for Incident ticket types |
Updating Incidents (Priority, Urgency, Impact, Processing Status) |
Not available |
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. |
Available |
Available |