This article lists out the number of out-of-the-box skills for TopDesk, which the administrator can import into their Bot. Luma uses these skills to guide the user through a conversation to create and view tickets in their Service Management system.
Note
- To import these skills into your bot, please contact support@serviceaide.com. They will send you zip file that is formatted with all these skills and attributes and can be imported into your bot from Bot/Skills by clicking the ... (more options) button. It is strongly suggested that you do this first on your Staging environment. Attributes cannot be deleted.
- Luma supports TopDesk version 9.11.002 and above.
| Skills | Description | Permission | Top Phrases to Trigger the Skill | |
|---|---|---|---|---|
| 1 | Create an Incident | To create a new incident | Self Service User (SSU) | Create an Incident Create a new Incident. |
| 2 | View an Incident | To view an incident with an Incident ID | SSU | View an incident Show me the Incident Show the ticket 5 |
| 3 | View the list of incidents | To view the list of Incidents which are either created by or assigned to the user. | SSU | View the list of Incidents. |
| 4 | Service Catalog | To access the sub-categories available in the Service Catalog. The following two sub-categories (static) are available:
| SSU | Access Service Catalog View Service Catalog |
| 5 | Update an incident (Priority, Urgency, Impact, Processing status) | To update an incident. | Analyst | Update an Incident. |