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 VA.

No.	Skill Name	Description	Top Utterances Phrases to trigger this skill	Type	Permission
1	Welcome	Provide end users with examples of what Luma VA can do.	Hi, hello	System	Self-service User
2	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
3	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
4	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
5	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
6	What can you do	Provides self-service users with examples of what Luma VA can do.	what can you do, what do you do, support, help, assistance	System	Self-service User
7	Create Ticket	Create a ticket through a chat with Luma VA.	create ticket	ITSM	Self-service User
8	Create Incident	Create an incident through a chat with Luma VA.	create incident	ITSM	Self-service User
9	Create Change Request	Create a change request through a chat with Luma VA.	create change request	ITSM	Self-service User
10	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
11	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
12	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
13	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
14	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
15	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
16	Change priority	Change priority of a specific ticket.	change ticket priority, change priority for <ticket number>	ITSM	Self-service User
17	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
18	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
19	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
20	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
21	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
22	Update language	Select the language to communicate	change my language, update language, choose language	System	Self-service User
23	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
24	Update ticket with attachment	Allow users to add an attachment to an existing ticket	Update ticket with attachment Upload ticket with attachment	ITSM	Guest

Related topics:

Luma Virtual Agent

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

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