This article lists out the number of out-of-the-box skills and features available in Luma VA that are compatible with the various ITSM connectors such as ServiceNow and Cherwell. Luma VA uses these skills to guide the user through a conversation to create and view tickets in their Service Management system such as Jira.
Note
To import these skills into your bot, please contact support@serviceaide.com. The team will send you a zip file with all the OOTB skills and associated entities that can be imported into your bot using Bot Export and Import. It is strongly suggested that you do this first in your Staging environment. Once created, 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
| 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 . |  |
|
|
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 |
Point of Business (POB)
| 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 for issue types -Incident, Service Request, Problem, Known Error, RFC, Knowledge, Event, Maintenance, Work Order, Sales, FAQ, HR, HRP |
Updating Priority, Description Urgency, Impact, Processing Status, Case Assignment) |
Assignment to Group, Assigned Individual. |
Not available |
View case, 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 |