Out-of-the-box System and ITSM Skills for SDM

The following list of out-of-the-box System and ITSM skills for Broadcom (CA) Service Desk Manager (SDM) is available in Luma.

No.
Skill Name
Description

Top Utterances

Phrases to trigger this skill

Type
Permission 
1WelcomeProvide end users with examples of what Luma can do.  Hi, helloSystemSelf-service User
2Show my tickets Review your tickets and add comments, view recent activities and escalate them. view my tickets, show my tickets, view tickets, show ticketsITSMSelf-service User 
3Update ticket statusUpdate the ticket status to closed or reopened. update <ticket number> with <ticket status>, close <ticket number>, reopen <ticket number> ITSMSelf-service User 
4Search Knowledge ArticlesSearch 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 documentsITSMSelf-service User 
5Transfer to an Agent Connect immediately with a live agent to help with any support request. transfer to agent, agent transferSystemSelf-service User 
6Show 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 ITSMShow my resolved tickets, view resolved tickets, show me resolved tickets, show resolved issues, show resolved cases ITSMSelf-service User 
7What can you doProvides self-service users with examples of what Luma can do.  what can you do, what do you do, support, help, assistanceSystemSelf-service User
8Create Ticket Create a ticket through a chat with Luma.create ticketITSMSelf-service User
9Create IncidentCreate an incident through a chat with Luma.create incidentITSMSelf-service User
10Create Change RequestCreate a change request through a chat with Luma.create change requestITSMSelf-service User
11Add 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>ITSMAnalyst 
12Assign to individualAssign a ticket to an individual.assign ticket, assign ticket <ticket number>, assign to individual, assign <ticket number> to individualITSMAnalyst 
13View 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>ITSMSelf-service user
14Show Unassigned Tickets View a list of tickets that do not have an assignee and set one. unassigned tickets, view unassigned tickets, get unassigned ticketsITSMAnalyst 
15Update 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 customerITSMAnalyst 
16Notify ManagerNotifies 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 
17Show 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>ITSMAnalyst 
18Change priorityChange priority of a specific ticket. change ticket priority, change priority for <ticket number>ITSMSelf-service User
19Change urgencyChange the urgency for a specific ticket. Change Urgency, Change ticket urgency <Ticket number>, Change Urgency for <Ticket number>ITSMSelf-service User
20Show 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
ITSMAnalyst 
21Show 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, 
ITSMAnalyst 
22Show tickets in approval stateView tickets in a pending approval state and notify the approver and manager to take action.show tickets in approvalITSMAnalyst
23Show Recent WorklogShows 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 worklogITSMAnalyst
24Update languageSelect the language to communicate change my language, update language, choose language SystemSelf-service User
25FallbackPrompt 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? 

SystemSelf-service User
26Update ticket with attachmentAllow users to add an attachment to an existing ticket 

Update ticket with attachment

Upload ticket with attachment

ITSMGuest

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