Out-of-the-box System and ITSM Skills for ISM
- Prudhvi Praveen Uppuluri (Deactivated)
- sneha.tripathi
- Reena Wadekar (Deactivated)
The following list of out-of-the-box System and ITSM skills for Intelligent Service Management (ISM) is available in Luma.
| No. | Skill Name | Description | Top Utterances Phrases to trigger this skill | Type | Permission |
|---|---|---|---|---|---|
| 1 | Welcome | Provide end users with examples of what Luma can do. | Hi, hello | System | Self-service User |
| 2 | Ticket Approval (with ticket number for end users) | Approve Tickets | Approve ticket <ticket number> | ITSM | Self-service User |
| 3 | Create Problem | Create a generic problem | Create problem | ITSM | Self-service User |
| 4 | Create Service Request | Create a ticket through a quick chat with Luma. | Create service request | ITSM | Self-service User |
| 5 | Show my tickets | Review your tickets and add comments, view recent activities and escalate them. | view my tickets, show my tickets, view tickets, show tickets | ITSM | Self-service User |
| 6 | Update ticket status | Update the ticket status to closed or reopened. | update <ticket number> with <ticket status>, close <ticket number>, reopen <ticket number> | ITSM | Self-service User |
| 7 | Search Knowledge Articles | Search and review FAQs and knowledge articles in the Service Desk knowledge base. User triggers skill and then enters keywords to search on. | search, search knowledge articles, knowledge base, knowledge documents | ITSM | Self-service User |
| 8 | Transfer to an Agent | Connect immediately with a live agent to help with any support request. | transfer to agent, agent transfer | System | Self-service User |
| 9 | Export tickets | Export your tickets to CSV or PDF | export tickets, export my tickets, export my open tickets, export my organization tickets, export my organization open tickets, export my tickets pending approvals, export my open tickets pending approvals | ITSM | Self-service User |
| 10 | Show my Resolved Tickets | Show tickets that were requested by the logged in user that are in resolved state. The user can re-open the ticket, close it or view more details in the ITSM | Show my resolved tickets, view resolved tickets, show me resolved tickets, show resolved issues, show resolved cases | ITSM | Self-service User |
| 11 | What can you do | Provides self-service users with examples of what Luma can do. | what can you do, what do you do, support, help, assistance | System | Self-service User |
| 12 | Create Ticket | Create a ticket through a chat with Luma. | create ticket | ITSM | Self-service User |
| 13 | Create Incident | Create an incident through a chat with Luma. | create incident | ITSM | Self-service User |
| 14 | Create Change Request | Create a change request through a chat with Luma. | create change request | ITSM | Self-service User |
| 15 | Add Worklog to a Ticket (internal and client viewable) | Add an internal or client viewable comment to a ticket. Available as an action from other Skills. | add worklog, add worklog to <ticket number> | ITSM | Analyst |
| 16 | Assign to individual | Assign a ticket to an individual. | assign ticket, assign ticket <ticket number>, assign to individual, assign <ticket number> to individual | ITSM | Analyst |
| 17 | View ticket (web) | Enter a ticket number to view the high-level details in the chat session and optionally launch into the Service Desk application to view all information on it. Available as an action from other Skills. | view ticket, view ticket <ticket number>, show ticket, show ticket <ticket number>, show details for <ticket number>, view details for <ticket number> | ITSM | Self-service user |
| 18 | Show Unassigned Tickets | View a list of tickets that do not have an assignee and set one. | unassigned tickets, view unassigned tickets, get unassigned tickets | ITSM | Analyst |
| 19 | Show tickets approaching SLA | View details and take action on tickets that are about to breach their SLA. | tickets approaching SLA, tickets nearing SLA breach, show tickets having SLA Compliance Status as approaching violation | ITSM | Analyst |
| 20 | Show Backlog Report | Run a backlog report and display an image of the report directly in the conversation. Note that this skill uses a service to present the chart that is not available to users within China. | How many tickets are in the backlog? How many open requests? Show me the total number of tickets in the backlog by priority. How many total open tickets are there? How many open changes/change requests are there? How many open problems? How many open incidents? | ITSM | Analyst |
| 21 | Show tickets with no updates | Identify customer satisfaction issues by viewing tickets that have not been updated by the support team in a set number of days. | Show tickets with no updates, get tickets which are not updated, show me tickets without updates in last <number of days> days, get tickets which are not updated, tickets without recent updates, get tickets which are not updated in last <number of days> days | ITSM | Analyst |
| 22 | Update Tickets Pending on Customer | Add a worklog to all tickets that are currently in a customer pending state. This makes it fast and easy to perform an action in bulk and ask customers for an update. | update tickets pending on customer | ITSM | Analyst |
| 23 | Notify Approver | Notifies all pending approvers on a single ticket. Triggered from the Show Tickets in Approved State skill. | Notify approvers for ticket <ticket number>, notify approvers, Send communication to approvers for <ticket number> | ITSM | Analyst |
| 24 | Notify Approver Manager | Notifies the managers of all approvers on a ticket to encourage them to take action on a ticket in a pending approval state. Triggered from the Show Tickets in Approval State skill. | Notify Approver Manager, Notify approver's manager for <ticket number>, Send communication to approver's manager for <ticket number> | ITSM | Analyst |
| 25 | Notify Manager | Notifies the manager of a ticket to encourage them to take action on a ticket in a pending approval state. Triggered from the Show Tickets in Approval State skill. | notify manager, notify manager for <ticket number> | ITSM | Self-service user |
| 26 | Show tickets for an Organization | View and add comments to tickets for a particular organization. | show me tickets for organization, show organization tickets, show tickets for <organization name>, how may tickets are open for <organization name> | ITSM | Analyst |
| 27 | Change priority | Change priority of a specific ticket. | change ticket priority, change priority for <ticket number> | ITSM | Self-service User |
| 28 | Change urgency | Change the urgency for a specific ticket. | Change Urgency, Change ticket urgency <Ticket number>, Change Urgency for <Ticket number> | ITSM | Self-service User |
| 29 | Show Recent Changes | View recently resolved and closed changes that may impact your environment. User defines the number of days to view the changes. | show recent changes, change requests closed, change requests resolved, change requests closed in past <number of days>, change requests resolved in past <number of days>, how many tickets have been updated by end users in last <number of days> days, Show me all my tickets that had a customer update in last <number of days> days | ITSM | Analyst |
| 30 | Show tickets with customer updates | View and take action on tickets that were recently (user selected time frame in days) updated by end user. | show tickets with customer updates, customer updated tickets, | ITSM | Analyst |
| 31 | Escalate to next group | Triggers a notification to the next group on a ticket based on the service desk configuration. Triggered from the Show tickets approaching SLA Skill. | escalate to next group, Escalate <ticket number> to next group, escalate <ticket number> | ITSM | Analyst |
| 32 | Show tickets in approval state | View tickets in a pending approval state and notify the approver and manager to take action. | show tickets in approval | ITSM | Analyst |
| 33 | Show Recent Worklog | Shows the last worklog (comment) made to the ticket. Triggered from the Recent Customer Updates Skill and the Show Recent Changes Skill. | show recent worklog for <ticket number>, show recent worklog | ITSM | Analyst |
| 34 | Tickets Awaiting Closure | Automate following up on resolved tickets to improve mean time to closure. | tickets awaiting closure, tickets in resolved state, Show resolved tickets that need customer response | ITSM | Analyst |
| 35 | Follow up with User | Triggered from Tickets Awaiting Closure skill. | initiate follow up on ticket <ticket number>, follow up on <ticket number>, follow up with user | ITSM | Analyst |
| 36 | Update language | Select the language to communicate | change my language, update language, choose language | System | Self-service User |
| 37 | Fallback | Prompt users with alternative phrases to understand their request and execute the required skill. | What was that? Say that again. I missed that. Can you say that again? I didn't get that. Can you say it again? | System | Self-service User |
| 38 | Update ticket with attachment | Allow users to add an attachment to an existing ticket | Update ticket with attachment Upload ticket with attachment | ITSM | Guest |
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