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 VA 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. The team will send you a zip file with all the OOTB skills and associated entities that can be imported into your bot using Bot Export and Import. It is strongly suggested that you do this first in your Staging environment. Once created, Attributes cannot be deleted.
Luma VA supports ServiceNow release version Jakarta and above.

	Skills	Description	Permission	Top Phrases to Trigger the Skill
Incident
1	Create an Incident	To create a new Incident	Self Service User	Create an Incident Create a new Incident.
2	View an Incident	To view an Incident with a ticket ID which are either created by or assigned to the user	Self Service User	View an incident Show me the Incident Show the ticket 5
3	View an Incident assigned to <User name>	To view an Incident assigned to a specific user	Analyst	View an Incident assigned to Fred Luddy
4	View incidents by creator	To display the Incidents created by a specific user.	Analyst	View 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 user	Self Service User	View the list of Incidents
6	View open Incidents	To display all the open Incidents which are either created by or assigned to the user	Self Service User	View open incidents Show me the incidents which are open
7	View resolved Incidents	To display all the resolved Incidents which are either created by or assigned to the user	Self Service User	View resolved Incidents Show me the resolved incidents
8	View new Incidents	To display the Incidents that are new which are either created by or assigned to the user	Self Service User	View new incidents
9	View in-progress Incidents	To display Incidents that are In-progress which are either created by or assigned to the user	Self 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 user	Self Service User	View on hold incidents
11	View cancelled Incidents	To display all the Incidents that are Cancelled which are either created by or assigned to the user	Self 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 user	Self 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 user	Self 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 User	Update an Incident
15	Update the Status of an Incident	To change the Status of an Incident	Self 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 Incident	Self Service User	Update 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 Incident	Self Service User	Update the Description for an incident Change the description of an incident
18	Add a work note to an incident	To 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.	Analyst	Assign an incident to an assignee Assign the incident INC0000003 to Fred Luddy
Problem
1	Create a Problem	To create a Problem request	Analyst	Create a Problem.
2	View a Problem	To view a Problem request by its ID which are either opened by or assigned to the user	Self Service User	View a problem
3	View list of problem requests	To view a list of Problems which are either opened by or assigned to the user	Analyst	View list of problem requests
4	Update a Problem request	To update a Problem request	Analyst	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 request	Analyst	Add a work note to a problem
9	Delete a Problem	To delete a specific Problem request	Administrator	Delete a problem
Change Request
1	Create a Change Request	To create a Change Request	Self Service User	Create a Change Request
2	View a Change Request	To view a Change Request by its ID which are either requested by or assigned to the user	Self Service User	View a Change Request
3	View list of change requests	To view a list of Change Requests which are either requested by or assigned to the user	Analyst	View list of change requests
4	View all Change Requests	To view all the Change Requests which are either requested by or assigned to the user	Analyst	View all change requests
5	View new Change Requests	To view the Change Requests that are new which are either requested by or assigned to the user	Analyst	View new change requests
6	View open Change Requests	To view all the open Change Requests which are either requested by or assigned to the user	Analyst	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 user	Analyst	View assess change requests
8	Update a Change Request	To update a Change Request	Analyst	Update the Change Request
9	Update Status of a Change Request	To change Status of a change request	Analyst	Update the status of a change request
10	Update 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 Request	Administrator	Delete a change request
	Knowledge Search
1	Search knowledge by keyword	Search knowledge search using keywords	Analyst	Search knowledge by keyword

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