Import/Export Skills

This feature enables the Super Admin to Auto-Import/Export Skills based on the bot language once the bot is created. Also, it allows auto import out of the box ITSM Skills. You can export/import multiple skills from the skills builder. You can re-use the webservices during import (especially ticket creation skills) rather than cluttering them with duplicate webservices.

Skills in Luma are of the following type.

System skills: Welcome, registration, fall back, etc. (Hi, What Can you do, Fallback)
ITSM Skills:ISM/SDM Specific System Out Of The Box Skills
IT Support Skills:140+ Create ticket ITSM Demo Skills. (previously referred to as Demo skills, catalog skills)
Customer-defined Skills or Custom Skills

Once thebot is created, System, ITSM Skills and IT support Skills are properly provisioned and are available. IT Support Skills helps to create the IT Support Skills using pre-defined skills. Custom skills are the one created by customer once the bot is created.

System Skills: The System skills are provisioned on the creation of a Bot in Luma Tenant. Once the system skills are provisioned, these cannot be edited, exported and copied. The system skills will be upgraded by default for each upgrade.

ITSM Skills - ISM/SDM Specific System Out Of The Box Skills: OOTB ITSM skills are provisioned once the ITSM connector is configured successfully in Luma Tenant. Once the OOTB ITSM skills are provisioned, these cannot be edited and exported. You could copy ITSM skill create the new skill. The OOTB ITSM skills will be upgraded by default for each upgrade.

IT Support Skills (Demo Skills): The demo skills are loaded in the tenant and customer could make them part of the bot by creating the skill from the supplied skills as part of the created tenant. You could copy, edit and export the skills created using IT Support Skills.

Note

As part of 1.5, Only System, ITSM skills are loaded in the tenant, IT Support skills are not automatically loaded, They have to be loaded by support via spreadsheet.

Export skill functionality helps tenant admins to move skills from one environment to other. Export functionality exports the attributes, web services operations and web service connectors (keys only no values) for the selected skills.

The Import functionality creates the new skill in the target if the target environment is not having the skill with same name of the imported skill. The following describes about various scenarios for import functionality.

Skill - If skill identifier exists: Overwrite utterances, prompts, etc. in target system
Attribute of non-List type: If attribute identifier(name) and type match - Overwrite attribute in target system.
Attribute of List type: If attribute identifier (name), type and list values (regardless of order) match – overwrite web service in target ssytem. If not exact match a new attribute will be created and named "copy of <name>". This is to prevent overwriting ISM catalog uses cases of fields like priority, severity, etc
Web Service: If REST - URI, Method match overwrite all other properties in Target. If SOAP: Binding and Methodtype match overwrite all other properties in target.
Connectors: Never overwritten