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 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 Cherwell release version 9.5.2 and above.

No.	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
2	View Incident	To view an Incident with a ticket ID	Self-Service User	View Incident
3	View list of Incidents	To view the list of Incidents	Self-Service User	View list of Incidents
4	View Assigned Incidents	To view Incidents that are in Assigned state	Self-Service User	View assigned Incidents
5	View Closed Incidents	To view Incidents that are in Closed state	Self-Service User	View closed Incidents
6	View In-cart Incidents	To view Incidents that are in In-cart state	Self-Service User	View in cart Incidents
7	View In-progress Incidents	To view Incidents that are in In-progress state	Self-Service User	View in progress Incidents
8	View New Incidents	To view Incidents that are in New state	Self-Service User	View new Incidents
9	View Pending Incidents	To view Incidents that are in Pending state	Self-Service User	View pending Incidents
10	View Reopened Incidents	To view Incidents that are in Reopened state	Self-Service User	View reopened Incidents
11	View Resolved Incidents	To view Incidents that are in Resolved state	Self-Service User	View resolved Incidents
12	Assign individual to an Incident	To assign a specific Incident to an individual	Analyst	Assign individual to an Incident
13	Update Status of an Incident	To update the Status of an Incident	Analyst	Update status of an Incident
14	Update Description of an Incident	To update the Description of a specific Incident	Self-Service User	Update description of an Incident
15	Delete an Incident	To delete a specific Incident	Administrator	Delete an Incident
Change Request
16	Create a Change Request	To create a new Change Request	Self-Service User	Create a Change Request
17	View Change Request	To view a Change Request	Self-Service User	View Change Request
18	View list of Change Requests	To view the list of Change Requests	Self-Service User	View list of Change Requests
19	View Approval Change Request	To view Change Requests that are in Approval state	Self-Service User	View approval Change Request
20	View Approving Change Request	To view Change Requests that are in Approving state	Self-Service User	View approving Change Request
21	View Assessing Change Request	To view Change Requests that are in Assessing state	Self-Service User	View assessing Change Request
22	View Closed Change Request	To view Change Requests that are in Closed state	Self-Service User	View closed Change Request
23	View Denied Change Request	To view Change Requests that are in Denied state	Self-Service User	View denied Change Request
24	View Implementing Change Request	To view Change Requests that are in Implementing state	Self-Service User	View implementing Change Request
25	View New Change Request	To view a New Change Requests	Self-Service User	View new Change Request
26	View Pre-implement Change Request	To view Change Request that are in Pre-implement state	Self-Service User	View pre-implement Change Request
27	View Review Change Request	To review Change Requests that are in Review state	Self-Service User	View review Change Request
28	Update Status of a Change Request	To update the Status of a Change Request	Analyst	Update Status of a Change Request
29	Update Description of a Change Request	To update the Description of a Change Request	Self-Service User	Update Description of a Change Request
30	Delete a Change Request	To delete a Change Request	Administrator	Delete a Change Request
Problem
31	Create a Problem Request	To create a Problem Request	Self-Service User	Create a problem request
32	View Problem Request	To view a Problem Request	Self-Service User	View problem request
33	View list of Problem Requests	To view the list of Problem Requests	Self-Service User	View list of problem requests
34	View Assigned Problem Request	To view Problem Requests that are in Assigned state	Self-Service User	View assigned problem request
35	View Closed Problem Request	To view Problem Requests that are in Closed state	Self-Service User	View closed problem request
36	View New Problem Request	To view Problem Requests that are in New state	Self-Service User	View new problem request
37	View Work-in-progress Problem Request	To view Problem Requests that are in Work-in-progress state	Self-Service User	View work in progress problem request
38	View Pending Problem Request	To view Problem Requests that are in Pending state	Self-Service User	View pending change problem request
39	View Resolved Problem Request	To view Problem Requests that are in Resolved state	Self-Service User	View resolved problem request
40	Update Status of a Problem Request	To update the Status of a Problem Request	Analyst	Update status of a problem request
41	Update Description of a Problem Request	To update the Description of a Problem Request	Self-Service User	Update description of a problem request
42	Delete a Problem Request	To delete a Problem Request	Administrator	Delete a problem request
Knowledge
43	Search knowledge by keywords	To search Knowledge Articles by keywords	Self-Service User	Search knowledge by keywords

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