This article lists out the number of out-of-the-box skills and features available in Luma that are compatible with the various ITSM connectors such as ServiceNow and Cherwell. Luma uses these skills to guide the user through a conversation to create and view tickets in their Service Management system and Jira.

Note

To import these skills into your bot, please contact support@serviceaide.com. They will send you a 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 in your Staging environment. 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 Priority - Dynamic, Category - Text Field(Populated as default in the skill).	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.

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
Priority - Dynamic, Category - Text Field(Populated as default in the skill).

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.

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 Priority - Dynamic, Category - Text Field(Populated as default in the skill).	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.

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
Priority - Dynamic, Category - Text Field(Populated as default in the skill).

Updating Status is Static.

Group, Assigned Individual is dynamic.

Worklog type is a list (Client Viewable or Internal)

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 Cherwell.zip

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.

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.

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.

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

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

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

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