Out-of-the-box Skills for BMC Remedy

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.

Note

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