This article lists out the number of out-of-the-box skills for Cherwell which the administrator can import into their Bot. Luma uses these skills to guide the user through a conversation to create or view tickets in their Service Management system.
Note
- To import these skills into your bot, please contact support@serviceaide.com. 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.
- Luma supports Cherwell release version 9.5.2 and above.
| Skills | Description | Permission | Top Phrases to Trigger the Skill | |
|---|---|---|---|---|
| Incident | ||||
| Create an incident | ||||
| View incident | ||||
| View list of incidents | ||||
| View assigned incidents | ||||
| View closed incidents | ||||
| View in cart incidents | ||||
| View in progress incidents | ||||
| View new incidents | ||||
| View pending incidents | ||||
| View reopened incidents | ||||
| View resolved incidents | ||||
| Assign individual to an incident | ||||
| Update status of an incident | ||||
| Update description of an incident | ||||
| Delete an incident | ||||
| Change | ||||
| Create a change request | ||||
| View change request | ||||
| View list of change requests | ||||
| View approval change request | ||||
| View approving change request | ||||
| View assessing change request | ||||
| View closed change request | ||||
| View denied change request | ||||
| View implementing change request | ||||
| View new change request | ||||
| View pre-implement change request | ||||
| View review change request | ||||
| Update status of a change request | ||||
| Update description of a change request | ||||
| Delete a change request | ||||
| Problem | ||||
| Create a problem request | ||||
| View problem request | ||||
| View list of problem requests | ||||
| View assigned problem request | ||||
| View closed problem request | ||||
| View new problem request | ||||
| View work in progress problem request | ||||
| View pending change problem request | ||||
| View resolved problem request | ||||
| Update status of a problem request | ||||
| Update description of a problem request | ||||
| Delete a problem request | ||||
| Knowledge | ||||
| Search knowledge by keywords | ||||
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