Problem Statement: During the conversation between an end-user and a support analyst, sometimes, the user would want the support analyst from Luma Virtual Agent to create a ticket or perform an action on behalf of them.
Opportunity: Helping the end-user to fulfill their ask by gathering the information from them and creating a request as per their need. Provide additional support of taking actions to create tickets and letting the user know once the request has been submitted. The comfort of submitting the desired request in the end-user context. Inputs are provided to a Support Agent who can execute bids in the target systems.
Approach: Develop an action that receives inputs from the support analyst from Luma Support, ISM Support, Knowledge Management Support, or a Default Support team who assists the end-user and populates the relevant details to get the desired action performed.
The following are the key steps in creating the ticket in ISM by a support analyst for an end-user:
Define Integration
Define the Prompt/Attribute named 'IssueCategory' to accept details of the issue category from the end-user:
On Skill Builder--> Attribute tab, click on Create Attribute.
Add attribute details such as Name and Data type.
Set the User Prompt to Quick Reply and set the prompt message to be displayed to the end-user. For example, “Please provide issue category.“, “Provide Issue category. “
Define the Issue categories as selectable options for the user, such as Luma, Intelligent Service Management, Knowledge Management, Others, etc.
Click Save.
Create an Action
Define the Support Agent Actions under Agent Chat Console tab on Tenant → Settings to execute actions on behalf of the end-user:
On Support Agent Actions tab, click on Create Action.
Enter the form details such as Action Name, Status and Form Fields.
Enter the steps to be performed by the support agent in Form Submit
Set the success message to be displayed to the support agent on successful form submission.
Click Create.
Execute the action
You have now successfully executed Creating a ticket in ISM through skill is now ready to use. Go to Conversation History to view the list of conversations where the end-user requested the skill.
Additional Resources
Visit the below Wiki Documentation for more information on:
Creating an Attribute on Create Global Attributes
Creating and Managing Skills is at Create Skills
Defining Rulesets on Using Rule Sets
Set Attribute on Create Skills → Set Attribute
Skill Permissions on Create Skills → Manage Permissions
Publishing Skill on Build and Publish
Test your Skill on Test your Bot
Debugging skill on Debug Skills
Understanding Conversation logs on Conversation History.
To create Integrations Integrations
Create and manage support agent actions Support Agent Actions
Configuring the support agent actions Execute Support Agent Actions
Managing the agent chat console settings is at Manage Agent Chat console