Out-of-the-box IT Support Skills

This article contains the list of available IT Support skills that Administrators can optionally import into their bot. These skills provide a triage process for common IT support requests for end-users. Luma uses these skills to guide the user through a conversation to create an actionable ticket in their Service Management system.

Note

To import these skills into your bot, please contact support@serviceaide.com and request the IT Support Skills import file. 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) button. It is strongly suggested that you do this first on your Staging environment. Attributes cannot be deleted.

No.	Skill Name	Top Utterances
1	Request disk defragmentation	pull my disk refrag, bring my disk refrag
2	Request new personal computer	Procure a new {desktop:@Computer} computer, I want to replace my computer
3	Request to report an email address that is suspected of phishing	report phishing, i need to report a phishing scam, I need to report a fishing scam
4	Request to add an email address to the email whitelist	please add to the whitelist
5	Request to add an email address to the email blacklist	Block all IPs ranging from 128.0.0.1 to 128.0.0.10, what's the process for manually blacklisting spammers
6	Request to remove an email address from the email whitelist	remove from whitelist
7	Request to remove an email address from the email blacklist	I am not malicious so please remove me from the blacklist. oh no, I've been blacklisted, it's clearly a mistake, remove me
8	Request increased mailbox storage size	update my email account with more storage please, please increase my mailbox size
9	Request decreased mailbox storage size	we're trying to train people to use Dropbox links versus attaching files, so please decrease mailboxsize by 40% across the company
10	Request deletion of an existing shared mailbox	the secret project is over to remove the shared mailbox for project-x
11	Request creation of a new email distribution list	new {salesteam:@Email_New_List_Name} dlist for {firstname.lastname@company.com;:@Email_New_List_Members}
12	Request creation of a new email account	develop Email Account, improve Email Account
13	Request removal of a new email account	delete email account, remove email act
14	Request changes to an existing email account configuration	change my email, just got married, update my email account with my new last name of Pennington
15	Request creation of a new email distribution list	new {salesteam:@Email_New_List_Name} dlist for {first.last@company.com;:@Email_New_List_Members}
16	Request deletion of an existing email distribution list	dist {email@company.com:@Email_List_Name} go bye bye
17	Request changing the members of an existing email distribution list	edit email list, modify list of email, email list need update
18	Request to have an email account unlocked	my email account is blocked. Please unlock it
19	Request to have a mailbox restored from backup	get back mailbox, reclaim mailbox, regain mailbox
20	Request to have a mailbox backed up	i have lots of emails that i deal with daily and i need the important ones archived, can i backup my mailbox, I need to back up my email
21	Request to archive emails for a specific email account	take a backup of old emails and move it somewhere on the network, archive emails, please archieve my emails
22	Report an issue with email	i can't email, email issue, help me with my emailing issue
23	Report an issue with the network	I cannot connect to anything, so there must be a problem with the network, I am not able to print due to bad network connectivity, Internet is not working
24	Report an issue with VPN	cant access vpn, vpn access aent working, VPN Issue
25	Report an issue with FTP server	problems with FTP, I'm having FTP Issue, reset ftp access
26	Request Access to an FTP server	install FTP, Kindly assign me FTP access, how do I get access to FTP
27	Remove access from an FTP server	Bob doesn't need FTP any more, kill ftp, remove ftp
28	Remove VPN access for a network user	vpn access needs to be removed, kill my vpn access, remove someone from the VPN access list
29	Request VPN access for a network user	create new vpn, create vpn, Request new VPN Service
30	Request Remove network access for a user	tear out network access, clear away network access, wipe out network access
31	Request network access for a user	the consultants are starting tomorrow, they will need full network access, so please make that happen ASAP, i need network access
32	Request guest access to the network	create a request for guest access, Guest access, need guest access
33	Request reset of VPN password	i need to reset my vpn password, how do reset my vpn password, Reset VPN pwd
34	Request activation of a LAN wall port connection	i need a newtwork port, i need to setup a new network port, I need a network port today
35	Request deactivation of a LAN wall port connection	delete my network port, network port deactivate, make network port dead
36	Request removal of a LAN wall port connection	kill telephone port, delete my network port, Remove port {3333:@Port_Location} from the network
37	Request installation of a LAN wall port connection	we just got a new spam filter and need a network port, let me know what it is, need a network port
38	Request movement of a LAN wall port connection	i need my network port changed, i need my network port changed, port 123 is dead, move network port {flotsum:@Port_Location} to {jetsum:@New_Location}
39	Request memory expansion for Personal Computer	Add Memory, laptop is short of memory, Laptop is out of memory
40	Request software to be installed	I have some malware software I'd like to install, can IT help with this?, Provide access to {GitHub:@Software_Name} for {MaryH:@User_Account_Name}
41	Provide access to MS Visio	apply visio, where the heck is my vizio, execute visio
42	Provide access to MS Project	I need project, install project, get me MS Project, Provide access to MS Project for {Fred:@Account_Name}
43	Request software license for Microsoft Office	request office for mac, give me office suite, need Microsoft Office
44	Request driver software to be installed	install printer software, I need a db driver installed, Can I have printer drivers installed
45	Request software to be removed/uninstalled from a machine	how to uninstall software, get rid of this software
46	Request software to be moved from one machine to another	the software on {VM22:@Source_Machine_Name} needs to be moved to {VM33:@Install_Machine_Name}, the software on VM22 needs to be moved to VM33
47	Request Deactivation of a telephone wall port	restrain telephone port, kill telephone port, remit telephone port
48	Request activation of a telephone wall port	turn on my telephone port, telephone port, can somebody activate telephone ports 88
49	Request a telephone	receive deskphone, yo, how to request a phone, i need a phon now!
50	Request removal of a telephone	remove telephone, get rid of telephone
51	Request movement of a telephone	Change the phone location in the conf room, Shuffle the phone positions
52	Request a headset for Cisco IP telephone	I need a new headset, I need a headset, need headset
53	Reset password for voicemail account	i need my voice mail password reset, please reset my voicemail passwrod, reset my pasword for my voicemail
54	Request setup of voicemail account	Set Up a voicemail for {Fred:@Account_Name}, request vm, need to get new voicceamil
55	Request removal of voicemail account	request vm, need to get new voicceamil
56	Request unlock the Active Directory (AD) account based on the Email Address	AD account not open, my AD account is locked, my active directory account is locked
57	Resets the Requester's Active Directory (AD) password automatically based on the Requester's Email Address	forgot PW, needs resent in AD, need PW reset, prob need for AD
58	Request removal of an Active Directory (AD) account based on the Email Address	The account for {Graham@hapzily.com:@Email_Address} needs to be removed from Active Directory, Delete the account for {Stan@demo.com:@Email_Address} from Active Directory
59	Report an issue with Active Directory	can't connect to domain sa.com, can't connect to domain {sa.com:@Active_Directory_Account_Data}
60	Move an existing phone to new location	Move a Desk Phone
61	Change voicemail options	please change voice mail, my voicemail sounds stupid
62	Request new Desk Phone Hardware	new desk phone, replace desk phone
63	Remove old phone equipment	pick up old phone, remove old phone
64	Deactivate a phone but leave equipment in place	deactivate phone number, we're going with Skype for business do deactivate all phones in the San Jose office
65	Activate an existing phone by Port Number	Activate phone port
66	Request software to be installed	this sw is killing me softly, geez man, help me uninstall this sw off my laptop
67	Request creation of an Active Directory (AD) account based on the Email Address	create new AD account, who can setup a new AD account? have them contact me
68	Request move or alteration of an Active Directory (AD) account based on the Email Address	The account for {Graham@hapzily.com:@Email_Address} needs to be removed from Active Directory, Delete the account for {Stan@demo.com:@Email_Address} from Active Directory
69	Request creation of a G Suite account	fashion google account, fabricate google account, perform google account
70	Request removal of a G Suite account	delete my google account, I want to deactivate my google id, Remove my google account from the official subscriptions
71	Report an issue with an Oracle database	oracle doubt, oracle mess, oracle pickle
72	Report an issue with a MySQL database	MY SQL is not working. Please take it on priority, My SQL is consuming more resources. Please do the needful, Restart My SQL services since its not responding
73	Report an issue with a DB2 database	I am not able to connect to the database. Probably, port 1433 is not active, DB2 database is down
74	Report an issue with a MS SQL database	MS SQL is slow, SQL server seems to be hanging, please check on it and restart it if necessary
75	Remove a WebEx Account	get rid of my webex, {Bob:@Webex_user_name} doesn't need webex
76	Modify a WebEx Account	update webex, modfy my webex account
77	Create a new WebEx Account	I need my WebEx account to dial out to people, get a webex account, need a webex account
78	Report a WebEx Account Issue	webex issue, issue with webex
79	Resets the Requester's WebEx password	lost my PW for webex, please reset, lost my WebEx password, please reset it
80	Create a new Salesforce Account	Activate my salesforce account, Seems my salesforce license has expired. Please renew it
81	Report a Salesforce Account Issue	My salesforce is broken, I cannot update an Opportunity
82	Remove a Salesforce Account	remove SFDC account, end salesforce access for Bob, end salesforce access for Bob
83	Modify a Salesforce Account	change SFDC account, update SFDC, adapt salesforce account
84	Request new printer configuration	install printer, now that we've opened the office on the 2nd floor we need a printer
85	Request remove printer	can you tell me how to remove printer, remove pinter
86	Request new peripheral	i want a new mouse, could really use {speaker:@Peripheral}
87	Report an issue with Office 365	my excel doesn't open, what is my outlook password
88	Request creation and launch of an AWS instance	need slice aws instance, get ball rolling on aws instance, I want an AWS instance
89	Request deletion of an AWS instance	Delete the Amazon instance for CSM, whoever manages our AWS instances please delete instance z88
90	Request start of an AWS instance	please start an instance of redshift in AWS, open aws instance
91	Request stop of an AWS instance	turn off AWS vm, shutdown AWS server, bar aws instance
92	Report an issue with any SAP module	I have an incident with our ERP app on SAP, please look into it, SAP issue busted
93	Request SAP AR Service Technician App	{Glen Franks:@Approving_Manager} will approve my request for the SAP AR Service Technician App.
94	Request SAP AR Warehouse Picker App	Can I use Google glasses for warehouse, I need Google Glass for warehouse use
95	Report hardware issue	hardware problem, hardware predicament, hardware trouble
96	Report Peripheral Issue	My {monitor:@Peripheral} is not working. Please replace it
97	Request to add an email address or domain to the SPAM quarantine list	HELP OPENED SPAM, OPENED SPAM EMAIL, HELP OPENED SPAM
98	Request for Certificate (SSL or RSA) for the web server/website	need a new {ssl:@Certificate_Type} cert for server1
99	Request encryption of a desktop or laptop hard drive.	Need help with encryption of outbound emails, Please secure messages from our application
100	Report a suspected virus, malware or phishing issue	my PC is acting oddly, it may have a virus or some type of malware, how do I quarantine it. Crazy virus on my computer
101	Request a new or replacement building access badge	need building badge, building badge, building badge please
102	Reserve a conference room	Reserve a conf room for me, don't forget to reserve conference room, set aside conference room
103	Report an issue with conference room equipment	Lights in the Conf room are not working, Please fix the VOIP phone in the conference room, Conference room scheduling issue
104	Request audio-visual equipment	i am in need of Av equipment, i need av equipment, im in office 123 and i need av equipment
105	Request installation of Antivirus software on a computer	Install Anti Virus, I need some AV equipment for a presentation
106	Request update of the antivirus signatures on a computer	AV signatures make better, up to date my AV signatures
107	Request issue of a mobile phone	Please reorder Samsung galaxy, need a new cell phone, I need to order a new cell phone
108	Request change to a mobile device or plan	How about replacing my existing phone, request change mobile phone, I need to exchange my cell phone
109	Request to remove a mobile phone from the corporate cell phone plan	Please remove my company cell phone, I need to cancel my corporate mobile phone
110	Request to add an app/title to the company app store portal	I need an elevated account for my application, I need an elevated account for my application
111	Request to remove an app/title from the company app store portal	eject BYOD software, erase BYOD software
112	Request to install software to backup data from hard drives	put backup software on my computer, get me backup software
113	Request to backup data from hard drives	can you back up my computer, I need my computer backed up, can you back my laptop
114	Request restore files from a backup	Overwrite the staging db with the production db, Replace the db with the previous one from the backup
115	Request removal (deletion) of a backup file	Delete my current database backup and restore it with a new obe, Delete my current db backup and restore it with my old backup
116	Request removal of backup software from a computer	get rid of backup software, bckup software, remove bckup
117	Request installation or activation of a role or feature on a computer	Install a new role on my computer, Add a role to my PC
118	Request upgrade of a computer Operating System	windows 10 upgrade, to prevent malware my OS needs to be patched, my oS needs updating
119	Request creation of a managed service account on a server	I need an elevated account for my application, I need a service acount, send me a service account
120	Report an issue with an Operating System	windows 10 issue, im having os issues, my os is having issues
121	Request creation of a Microsoft SQL Database	i want a sql DB abc, i want a sql DB abc, i want a sql DB abc
122	Request creation of a MySQL Database	provide MYSQL database, desire mysqldb, create a database using MySQL and let me know when it's been done, thanks
123	Request creation of a DB2 Database	Get me DB2, I want DB2, new BD2DB
124	Request mirroring of a database	Mirror DB, i need to mirror my databasse, copy my database {mang:@DBMS_Name}
125	Request a backup for a database	Backup database
126	Request restore a database from backup	Restore database, Restore database {FredMarketData:@DBMS_Name}
127	Request replication of a database	the "leadgen1" database needs to be replicated, put log shipping on my db
128	Request creation of a database user	db user account, not sure how to create a database user account, show me how to create a database account?
129	Request removal of a database user	kill account from MSSQL, end account on MySQL
130	Request update of a database user's permissions	Update the password for SQL admin user, Edit the password for SA user on production database user
131	Request creation of a database stored procedure	i need ot create a new stored proc on the {test mdb:@DBMS_Name}, Create a new stored procedure
132	Request update of a database stored procedure	Overwrite a stored procedure, Replace existing stored proc, would like to update an existing stored procedure
133	Request removal of a database stored procedure	Delete stored procedure {sp_abc:@Stored_Procedure_Name} on {127.0.0.1:@DBMS_Name}, delete the stored proc from the server
134	Request creation of an account for Microsoft Office 365	I need a new office 365 account for a new employee, we have a new-hires starting on Monday named Jane Doe, she'll need an Office365 account
135	Request removal of a Microsoft Office 365 account	Remove an Office 365 Account, Remove the Office365 account for {Fred123:@Account_Name}
136	Request update of a Microsoft Office 365 account	Update an Office 365 account, Update the Office Online account for {Fred123:@Account_Name}
137	Request an Add-on subscription to an existing Office 365 account	I need project, install project, get me MS Project
138	Request Creation of an Azure Virtual Machine	add a new VM, start Azure instance
139	Request Update of an Azure Virtual Machine	change azure vm, update VM 88 to 64 gb in azure, the NN -22 VM in our Azure environment must be updated to 128 GB RAM
140	Request Removal of Azure Virtual Machine	Removal an Azure Virtual Machine, Remove the Azure VM named {FredAVM001:@Azure_VM_Name}
141	Request Creation of an Azure Active Directory	I need a new AD setpu in azure, i need a new AD setpu in azure, develop my azure AD
142	Request Update of an Azure Active Directory	change azure domain newdomain, change azure domain newdomain
143	Request Removal of an Azure Active Directory	can't connect to my azure AD domain, AD issue
144	Report an incident involving Azure VM or AD	Azure VM named {dale001:@Azure_VM_Name} is unresponsive
145	Request to physically relocate a printer	Please move the printer elsewhere, I need my printer relocated

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