Out-of-the-box Skills for ServiceNow

This article lists out the number of out-of-the-box skills for Servicenow 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.



SkillsDescriptionPermissionTop  Phrases to Trigger the Skill
     Incident
1Create an IncidentTo create a new IncidentSelf Service UserCreate an Incident
Create a new Incident.
2View an IncidentTo view an Incident with a ticket ID which are either created by or assigned to the userSelf Service UserView an incident
Show me the Incident
Show the ticket 5

View an Incident assigned to <User name> 

To view an Incident assigned to a specific userAnalyst View an Incident assigned to Fred Luddy
4View incidents by creatorTo display the Incidents created by a specific user. AnalystView Incidents created by Fred Luddy 
5

View the list of Incidents 

To view the list of Incidents which are either created by or assigned to the userSelf Service UserView the list of Incidents 
View open Incidents To display all the open Incidents which are either created by or assigned to the userSelf Service User

View open incidents
Show me the incidents which are open

7View resolved Incidents To display all the resolved Incidents which are either created by or assigned to the userSelf Service User

View resolved Incidents
Show me the resolved incidents 

View new Incidents To display the Incidents that are new which are either created by or assigned to the userSelf Service UserView new incidents
View in-progress IncidentsTo display Incidents that are In-progress which are either created by or assigned to the userSelf Service User 

View in progress incidents

10 View on-hold Incidents To display Incidents that are on Hold which are either created by or assigned to the userSelf Service User 

View on hold incidents

11View cancelled Incidents To display all the Incidents that are Cancelled which are either created by or assigned to the userSelf Service User

View cancelled incidents

12 View closed Incidents To display all the Incidents that are Closed which are either created by or assigned to the userSelf Service User

View closed incidents

13 

View open unassigned incidents

To display all the Incidents that are not assigned which are either created by or assigned to the userSelf Service User

View open unassigned incidents
show me the incidents which are open and unassigned

14 Update an Incident To update an incident Self Service UserUpdate an Incident
15

Update the Status of an Incident

To change the Status of an IncidentSelf Service User

Update the status of an incident
change the status of an incident
update incident status INC0010023

16

Update the Priority of an Incident 

To change the Priority of an IncidentSelf Service UserUpdate the priority of an incident
Change the priority of an incident
update the priority of the incident INC0010014
17

Update the Description for an incident

To change the Description of an IncidentSelf Service User

Update the Description for an incident
Change the description of an incident

18 Add a work note to an incidentTo add a note to an incident Analyst Add a work note to an incident
Add worklog
Add work note
19 

Assign an incident to an assignee

 
To assign an Incident to a specific agent. AnalystAssign an incident to an assignee
Assign the incident INC0000003 to Fred Luddy
     Problem
Create a Problem To create a Problem requestAnalyst Create a Problem. 
View a Problem To view a Problem request by its ID which are either opened by or assigned to the userSelf Service User View a problem 
View list of problem requestsTo view a list of Problems which are either opened by or assigned to the userAnalyst View list of problem requests 
4

Update a Problem request

 
To update a Problem requestAnalyst Update a problem request
5

Update the status of a problem

To update Status of a Problem request.Analyst Update the status of a problem 
6

Update the impact of a problem

 
To update Impact of a Problem request  Self Service User Update the impact of a problem
7

Update the priority of a problem

To update Priority of a Problem request Self Service User Update the priority of a problem
8

Add a work note to a problem

To add a worklog to a specific Problem requestAnalyst Add a work note to a problem 
Delete a ProblemTo delete a specific Problem requestAdministrator Delete a problem
     Change Request
 1

Create a Change Request 

To create a Change Request Self Service User Create a Change Request
 2View a Change Request  To view a Change Request by its ID which are either requested by or assigned to the userSelf Service User View a Change Request
3View list of change requestsTo view a list of Change Requests which are either requested by or assigned to the userAnalystView list of change requests

View all Change Requests 

To view all the Change Requests which are either requested by or assigned to the userAnalyst View all change requests
5View new Change RequestsTo view the Change Requests that are new which are either requested by or assigned to the userAnalystView new change requests
6

View open Change Requests 

To view all the open Change Requests which are either requested by or assigned to the userAnalyst 

View open change requests

7

View assess Change Requests

To view all Change Requests under assess state which are either requested by or assigned to the userAnalyst View assess change requests
Update a Change Request To update a Change Request Analyst Update the Change Request
9Update Status of a Change Request To change Status of a change request  Analyst Update the status of a change request 
10Update Impact of a Change Request To change the Impact of a Change Request Self Service User Update the impact of a change request
11 Update Priority of a Change Request To change the Priority of a Change Request Self Service User Update Priority of a Change Request
12 Add a work note to a change request To add a worklog to a specific Change Request Analyst Add a work note to a change request
13 Delete a Change Request  To delete a specific Change RequestAdministrator 

Delete a change request


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