The following list of out-of-the-box System and ITSM skills for Broadcom (CA) Service Desk Manager (SDM) is available in Luma VA.
| No. | Skill Name | Description | Top Utterances Phrases to trigger this skill | Type | Permission |
|---|---|---|---|---|---|
| 1 | Welcome | Provide end users with examples of what Luma VA can do. | Hi, hello | System | Self-service User |
| 2 | Update ticket status | Update the ticket status to closed or reopened. | update <ticket number> with <ticket status>, close <ticket number>, reopen <ticket number> | ITSM | Self-service User |
| 3 | Search Knowledge Articles | Search and review FAQs and knowledge articles in the Service Desk knowledge base. User triggers skill and then enters keywords to search on. | search, search knowledge articles, knowledge base, knowledge documents | ITSM | Self-service User |
| 4 | Transfer to an Agent | Connect immediately with a live agent to help with any support request. | transfer to agent, agent transfer | System | Self-service User |
| 5 | Show my Resolved Tickets | Show tickets that were requested by the logged in user that are in resolved state. The user can re-open the ticket, close it or view more details in the ITSM | Show my resolved tickets, view resolved tickets, show me resolved tickets, show resolved issues, show resolved cases | ITSM | Self-service User |
| 6 | What can you do | Provides self-service users with examples of what Luma VA can do. | what can you do, what do you do, support, help, assistance | System | Self-service User |
| 7 | Create Ticket | Create a ticket through a chat with Luma VA. | create ticket | ITSM | Self-service User |
| 8 | Create Incident | Create an incident through a chat with Luma VA. | create incident | ITSM | Self-service User |
| 9 | Create Change Request | Create a change request through a chat with Luma VA. | create change request | ITSM | Self-service User |
| 10 | Add Worklog to a Ticket (internal and client viewable) | Add an internal or client viewable comment to a ticket. Available as an action from other Skills. | add worklog, add worklog to <ticket number> | ITSM | Analyst |
| 11 | Assign to individual | Assign a ticket to an individual. | assign ticket, assign ticket <ticket number>, assign to individual, assign <ticket number> to individual | ITSM | Analyst |
| 12 | View ticket (web) | Enter a ticket number to view the high-level details in the chat session and optionally launch into the Service Desk application to view all information on it. Available as an action from other Skills. | view ticket, view ticket <ticket number>, show ticket, show ticket <ticket number>, show details for <ticket number>, view details for <ticket number> | ITSM | Self-service user |
| 13 | Show Unassigned Tickets | View a list of tickets that do not have an assignee and set one. | unassigned tickets, view unassigned tickets, get unassigned tickets | ITSM | Analyst |
| 14 | Update Tickets Pending on Customer | Add a worklog to all tickets that are currently in a customer pending state. This makes it fast and easy to perform an action in bulk and ask customers for an update. | update tickets pending on customer | ITSM | Analyst |
| 15 | Notify Manager | Notifies the manager of a ticket to encourage them to take action on a ticket in a pending approval state. Triggered from the Show Tickets in Approval State skill. | notify manager, notify manager for <ticket number> | ITSM | Self-service user |
| 16 | Change priority | Change priority of a specific ticket. | change ticket priority, change priority for <ticket number> | ITSM | Self-service User |
| 17 | Change urgency | Change the urgency for a specific ticket. | Change Urgency, Change ticket urgency <Ticket number>, Change Urgency for <Ticket number> | ITSM | Self-service User |
| 18 | Show Recent Changes | View recently resolved and closed changes that may impact your environment. User defines the number of days to view the changes. | show recent changes, change requests closed, change requests resolved, change requests closed in past <number of days>, change requests resolved in past <number of days>, how many tickets have been updated by end users in last <number of days> days, Show me all my tickets that had a customer update in last <number of days> days | ITSM | Analyst |
| 19 | Show tickets with customer updates | View and take action on tickets that were recently (user selected time frame in days) updated by end user. | show tickets with customer updates, customer updated tickets, | ITSM | Analyst |
| 20 | Show tickets in approval state | View tickets in a pending approval state and notify the approver and manager to take action. | show tickets in approval | ITSM | Analyst |
| 21 | Show Recent Worklog | Shows the last worklog (comment) made to the ticket. Triggered from the Recent Customer Updates Skill and the Show Recent Changes Skill. | show recent worklog for <ticket number>, show recent worklog | ITSM | Analyst |
| 22 | Update language | Select the language to communicate | change my language, update language, choose language | System | Self-service User |
| 23 | Fallback | Prompt users with alternative phrases to understand their request and execute the required skill. | What was that? Say that again. I missed that. Can you say that again? I didn't get that. Can you say it again? | System | Self-service User |
| 24 | Update ticket with attachment | Allow users to add an attachment to an existing ticket | Update ticket with attachment Upload ticket with attachment | ITSM | Guest |
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