Out-of-the-box Skills for Cherwell

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
1	Create an Incident	To create a new Incident	Self Service User	Create an Incident in ServiceNow, Create a new Servicenow Incident.
2	View an Incident	To view an Incident with a ticket ID	Self Service User	Show me the Incident from ServiceNow, Show the ticket 5 from ServiceNow.
3	View an Incident assigned to <User name>	To view an Incident assigned to a specific user	Analyst	Show me the Incident assigned to <User name>
4	Show me the Incidents created by <User name>	To display the Incidents created by a specific user.		Show me the Incident created by <User name>
5	View the list of Incidents	To view the list of Incidents	Analyst	Show me the list of Incidents
6	Show open Incidents	To display all the open Incidents	Analyst	Show me all the Open Incidents from ServiceNow, I would like to see all the Open tickets from ServiceNow.
7	Show resolved Incidents	To display all the resolved Incidents	Analyst	Show me all resolved Incidents from ServiceNow, I would like to see all the resolved Incidents from ServiceNow
8	Show new Incidents	To display the Incidents that are new	Analyst	Show me the new Incidents from ServiceNow, I would like to see the new Incidents from ServiceNow.
9	Show in-progress Incidents	To display Incidents that are In-progress	Analyst	Show me the Incidents that are In-progress, I would like to see the In-progress Incidents
10	Show on-hold Incidents	To display Incidents that are on Hold	Analyst	Show me the Incidents that are on Hold, I would like to see the on-hold Incidents.
11	Show cancelled Incidents	To display all the Incidents that are Cancelled	Analyst	Show me the Incidents that are Cancelled, I would like to see the Cancelled Incidents.
12	Show closed Incidents	To display all the Incidents that are Closed	Analyst	Show me the Incidents that are Closed, I would like to see the Closed Incidents.
13	Show me the unassigned open Incidents	To display all the Incidents that are not assigned to an agent	Analyst	Show me the unassigned Incidents, I would like to see the Incidents that are not yet assigned.
14	Update an Incident	To update an incident	Analyst	Update the Incident in ServiceNow, Need to update the Incident 7 in ServiceNow.
15	Update the Status of an Incident	To change the Status of an Incident	Analyst	Change Status of Incident 7 in ServiceNow, I would like to change the Status of an Incident in ServiceNow.
16	Update the Priority of an Incident	To change the Priority of an Incident	Self Service User	Change the Priority of Incident 7, I would like to change the Priority of an Incident in ServiceNow.
17	Update the Description of an Incident	To change the Description of an Incident	Analyst	Change the Description of Incident 7, I would like to update the Description in Incident 7.
18	Add a worklog to an Incident	To add a note to an incident	Analyst	Add a note to an Incident in ServiceNow, Add a worklog to the Incident 2 in ServiceNow.
19	Assign an Incident to <User name>	To assign an Incident to a specific agent.	Administrator	Assign the Incident to a specific agent, I would like to assign the Incident to <User name>
Problem
1	Create a Problem	To create a Problem request.	Analyst	Create a Problem in ServiceNow, I would like to create a new Problem in ServiceNow.
2	View a Problem	To view a Problem request by its ID	Self Service User	Show me Problem 6, I would like to view a Problem request.
3	View the list of Problems	To view a list of Problems	Analyst	Show me the list of Problem requests.
4	Update a Problem request	To update a Problem request	Analyst	Update the Problem request in ServiceNow, Need to update the Problem request 7 in ServiceNow.
5	Update Status of a Problem request	To update Status of a Problem request.	Analyst	Change Status of the Problem request 7, I would like to change the Status of a Problem request.
6	Update Impact of a Problem request	To update Impact of a Problem request	Self Service User	Change Impact of the Problem request 7, I would like to change the Impact of a Problem request.
7	Update Priority of a Problem request	To update Priority of a Problem request	Self Service User	Change the Priority of the Problem request 7, I would like to change the Priority of a Problem request.
8	Add a note to a Problem request	To add a worklog to a specific Problem request	Analyst	Add a note to a Problem request in ServiceNow, Add a worklog to the Problem request 2 in ServiceNow.
9	Delete a Problem request	To delete a specific Problem request	Administrator	I would like to delete a Problem request in ServiceNow, Delete the Problem request 10 from ServiceNow.
Change Request
1	Create a Change Request	To create a Change Request	Self Service User	Create a Change Request in ServiceNow, I would like to create a new Change Request in ServiceNow.
2	View a Change Request	To view a Change Request by its ID	Self Service User	View the Change Request 7, I would like to view a Change Request.
3	View the list of Change Requests	To view a list of Change Requests	Analyst	Show me the list of ServiceNow tickets, Could you show me the list of Change Requests from ServiceNow?, List of ServiceNow tickets please.
4	View all Change Requests	To view all the Change Requests	Analyst	Show me all the Change Requests from ServiceNow.
5	View new Change Requests	To view the Change Requests that are new	Analyst	Show me the new Change Requests from ServiceNow, I would like to see the new tickets from ServiceNow.
6	View open Change Requests	To view all the open Change Requests	Analyst	Show me all the Open Change Requests from ServiceNow, I would like to see all the Open tickets from ServiceNow.
7	View assess Change Requests		Analyst	Show me the spam tickets from ServiceNow, I would like to see the spam tickets from ServiceNow.
8	Update a Change Request	To update a Change Request	Analyst	Update the Change Request in ServiceNow, Need to update the Change Request 7 in ServiceNow.
9	Update Status of a Change Request	To change Status of a change request	Analyst	Change Status of the Change Request 7, I would like to change the status of a Change Request.
10	Update Impact of a Change Request	To change the Impact of a Change Request	Self Service User	Change the Impact of the Change Request 7, I would like to change the Impact of a Change Request.
11	Update Priority of a Change Request	To change the Priority of a Change Request	Self Service User	Change the Priority of the Change Request 7, I would like to change the Priority of a Change Request.
12	Add note to a Change Request	To add a worklog to a specific Change Request	Analyst	Add a note to Change Request in ServiceNow, Add a worklog to the Change Request 2 in ServiceNow.
13	Delete a Change Request	To delete a specific Change Request	Administrator	I would like to delete a Change Request in ServiceNow, Delete the Change Request 10 from ServiceNow.
	Knowledge Search
1	Search Knowledge article	Search knowledge search using keywords	Analyst	Search knowledge article