Out-of-the-box Skills for Cherwell

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

Note

  • To import these skills into your bot, please contact support@serviceaide.com. 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 options) button. It is strongly suggested that you do this first on your Staging environment. Attributes cannot be deleted.
  • Luma supports Cherwell release version 9.5.2 and above.


No.  CategorySkillsDescriptionPermissionTop Phrases to Trigger the Skill
           Incident
1
Create an IncidentTo create a new IncidentSelf-Service UserCreate an Incident
2
View IncidentTo view an Incident with a ticket IDSelf-Service UserView Incident

View list of Incidents To view the list of IncidentsSelf-Service UserView list of Incidents 

View Assigned Incidents To view Incidents that are in Assigned stateSelf-Service UserView assigned Incidents 

View Closed Incidents To view Incidents that are in Closed stateSelf-Service UserView closed Incidents 

View In-cart Incidents To view Incidents that are in In-cart stateSelf-Service UserView in cart Incidents 

View In-progress Incidents To view Incidents that are in In-progress stateSelf-Service UserView in progress Incidents 

View New Incidents To view Incidents that are in New stateSelf-Service UserView new Incidents 

View Pending Incidents To view Incidents that are in Pending stateSelf-Service UserView pending Incidents 
10 
View Reopened Incidents To view Incidents that are in Reopened stateSelf-Service UserView reopened Incidents 
11 
View Resolved Incidents To view Incidents that are in Resolved stateSelf-Service UserView resolved Incidents 
12 
Assign individual to an Incident To assign a specific Incident to an individualAnalystAssign individual to an Incident 
13 
Update Status of an Incident To update the Status of an IncidentAnalystUpdate status of an Incident 
14 
Update Description of an Incident To update the Description of a specific IncidentSelf-Service UserUpdate description of an Incident 
15 
Delete an Incident To delete a specific IncidentAdministratorDelete an Incident 
          Change Request
16
Create a Change RequestTo create a new Change RequestSelf-Service UserCreate a Change Request
17 
View Change RequestTo view a Change RequestSelf-Service UserView Change Request
18 
View list of Change Requests To view the list of Change RequestsSelf-Service UserView list of Change Requests 
19 
View Approval Change Request To view Change Requests that are in Approval stateSelf-Service UserView approval Change Request 
20 
View Approving Change Request To view Change Requests that are in Approving stateSelf-Service UserView approving Change Request 
21 
View Assessing Change RequestTo view Change Requests that are in Assessing stateSelf-Service UserView assessing Change Request
22 
View Closed Change Request To view Change Requests that are in Closed stateSelf-Service UserView closed Change Request 
23 
View Denied Change Request To view Change Requests that are in Denied stateSelf-Service UserView denied Change Request 
24 
View Implementing Change Request To view Change Requests that are in Implementing stateSelf-Service UserView implementing Change Request 
25 
View New Change Request To view a New Change RequestsSelf-Service UserView new Change Request 
26 
View Pre-implement Change Request To view Change Request that are in Pre-implement stateSelf-Service UserView pre-implement Change Request 
27 
View Review Change Request To review Change Requests that are in Review stateSelf-Service UserView review Change Request 
28 
Update Status of a Change Request To update the Status of a Change RequestAnalystUpdate Status of a Change Request 
29
Update Description of a Change Request To update the Description of a Change RequestSelf-Service UserUpdate Description of a Change Request 
30 
Delete a Change Request To delete a Change RequestAdministratorDelete a Change Request 
           Problem
31
Create a Problem Request To create a Problem RequestSelf-Service UserCreate a problem request 
32 
View Problem Request To view a Problem RequestSelf-Service UserView problem request 
33 
View list of Problem Requests To view the list of Problem RequestsSelf-Service UserView list of problem requests 
34 
View Assigned Problem Request To view Problem Requests that are in Assigned stateSelf-Service UserView assigned problem request 
35 
View Closed Problem Request To view Problem Requests that are in Closed stateSelf-Service UserView closed problem request 
36 
View New Problem Request To view Problem Requests that are in New stateSelf-Service UserView new problem request 
37 
View Work-in-progress Problem Request To view Problem Requests that are in Work-in-progress stateSelf-Service UserView work in progress problem request 
38 
View Pending Problem Request To view Problem Requests that are in Pending stateSelf-Service UserView pending change problem request 
39 
View Resolved Problem Request To view Problem Requests that are in Resolved stateSelf-Service UserView resolved problem request 
40 
Update Status of a Problem RequestTo update the Status of a Problem RequestAnalystUpdate status of a problem request
41 
Update Description of a Problem Request To update the Description of a Problem Request Self-Service UserUpdate description of a problem request 
42 
Delete a Problem Request To delete a Problem Request AdministratorDelete a problem request 
           Knowledge
43 
Search knowledge by keywords  To search Knowledge Articles by keywordsSelf-Service UserSearch knowledge by keywords  

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