Conditional follow-ups allow unlimited configuration on follow-ups by using web services. This is critical to organizations who want to automate following up on pending tickets, pending approvals, and so on. Reaching out to a user through chat typically has a higher response rate and should improve Mean Time to Resolution (MTTR) on tickets as well as overall communication between the support team and users. Each follow-up can be configured by the administrator to have a different start state, end state, action, message, the number of follow-ups and interval between follow-ups. Conditional follow-ups can be used for following up on data in other systems, such as HR, CRM and so on. This is built in a way that allows the organization to follow-up on anything. This allows the organization to send targeted communications to employees and other users over chat.
Intelligent Service Management (ISM) supports Status and Conditional type follow-ups. Other ITSM Connectors only support Conditional type follow-ups. |
The following options are available for configuration:
To create a new automated follow-up skill based on condition, do the following:
Set the follow-up Status as Active or Inactive using the toggle button.
Active: If the follow-up configuration is set to Active state, then the configured task is executed.
Enter the Looping Element, which is the element node used for looping to fetch the Unique Object ID. The looping element is the JSON path representative of the web service output. For example, from the web service output below, you can use the looping element (data.items) to fetch the TicketIdentifier, which is 100-2. The following web service is only a representative, and in an actual scenario, there may be several ticket details, from which you may need to fetch unique details such as the ticket number, priority, ticket closed date and so on.
{ "data": { "items": [ { "rootCause": "", "CreationTimestamp": "1546507474000", "Impact": "Medium", "Source": "LUMA", "TypeName": "Service Request", "Priority": "Medium", "AssignedTo": "Reid4, Donald | RPC Data Director Application Break-Fix Support", "TenantId": "72468294", "RequesterOrgID": "1", "RequesterOrgLevel": "1", "RequesterOrgName": "lumaqa1t1007", "RequesterUserID": "1", "RequesterUserName": "lumaqa1t1007, admin", "RequestedForAltEmail": "admin@lumaqa1t1007.com", "RequestedForExternalUserID": "ac531f70-684d-4fe6-9778-e4d0945c121d", "RequestedForID": "1", "ResolvedDateTimestamp": "", "RequesterExternalUserID": "ac531f70-684d-4fe6-9778-e4d0945c121d", "CreationGroupName": "Administration", "CreationUserName": "lumaqa1t1007, admin", "RequestedForUserID": "1", "RequestedForUserName": "lumaqa1t1007, admin", "RequestedOrgID": "1", "RequesterAltEmail": "admin@lumaqa1t1007.com", "TicketIdentifier": "100-2" }, } ], "totalCount": 1 }, "error": null, "status": "OK" } |
Enter the Number of attempts on user's primary chat channel.
This value determines how many times Luma will reach out to the user on the last chat channel they used to communicate with Luma. For example, if the value was set to 3, Luma will reach out 3 times to the user on Slack, which is the channel they used with Luma last. The allowed values are from 1 to 10. By default, system automatically displays the value as 3, which can be changed.
Enter the Number of retries on active channel.
If a user is active in a conversation on their primary chat channel, Luma will wait and try again later. This setting defines how many times Luma should retry during each attempt. The allowed values are only between 1 to 9. By default, Luma will retry three times, which can be changed.
Follow-ups are only sent to 1 chat channel even if the user is using multiple channels. It will use the last active channel through which they sent a message to the bot. |
Enter the Follow Up Frequency and select the frequency duration from the drop-down list.
Following is a sample JSON response from ISM to fetch all the open tickets for a specific user.