Out-of-the-box Skills for ConnectWise

This article lists out the number of out-of-the-box skills for ConnectWise, which the administrator can import into their Bot. Luma VA uses these skills to guide the user through a conversation to create and view tickets in their Service Management system.

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 ConnectWise version v4.6 and above.

	Skills	Description	Permission	Top Phrases to Trigger the Skill

	Skills	Description	Permission	Top Phrases to Trigger the Skill
1	Create a ticket	To create a ticket	Self Service User (SSU)	Create a ticket Create a new ticket
2	View ticket	To view a ticket with a Ticket ID	SSU	View a ticket Show me the ticket Show me ticket 5
3	Update ticket summary	To update summary for a ticket	SSU	Update summary of a ticket update summary update ticket summary
4	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.	SSU	Search knowledge articles, Search Knowledge Search knowledge documents
5	View list of tickets	To view list of tickets	Analyst	View tickets View ticket list
6	View closed no response tickets	To view a list of ticket with Closed status with no customer response	Analyst	View closed tickets with no response Closed cases list
7	View On hold until return tickets	To view a list of tickets with status On Hold	Analyst	View on hold tickets On hold tickets
8	View cancelled tickets	To view a list of tickets with cancelled status	Analyst	View cancelled tickets Cancelled tickets
9	View closed tickets	To view a list of tickets with closed status	Analyst	View closed tickets Closed tickets
10	View scheduled tickets	To view a list of tickets with scheduled status	Analyst	View scheduled tickets Closed tickets
11	View Waiting on supplier tickets	To view Waiting tickets on supplier tickets	Analyst	View waiting supplier ticket
12	View Waiting on customer tickets	To view Waiting tickets on customer tickets	Analyst	View waiting customer ticket
13	View In Progress tickets	To view a list of tickets with status In Progress	SSU	View In Progress cases In Progress cases
14	View New tickets	To view a list of tickets with status New	SSU	View new ticket New ticket
15	Delete ticket	To delete a ticket	Analyst	Delete ticket Delete ticket 3

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