Out-of-the-box Skills for TOPdesk

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 me 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: Cleaning: Tasks associated to this subcategory are performed. Office: Tasks associated to this subcategory are performed.	SSU	Access Service Catalog View Service Catalog
5	Update an incident (Priority, Urgency, Impact, Processing status)	To update an incident.	Analyst	Update an Incident
6	Upload an attachment	To upload an attachment.	SSU	Upload an attachment. I want to upload an attachment.
7	Update priority of an incident	To update priority of an incident.	Analyst	Update priority of an incident. Update priority for Incident 2.
8	Update urgency of an incident	To update urgency of an incident.	Analyst	Update urgency of an incident.
9	Update impact of an incident	To update impact of an incident.	Analyst	Update impact of an incident.
10	Update processing status of an incident	To update the processing status of an incident.
11	Upload an attachment to an incident	To upload an attachment to an incident.		I want to upload an attachment to an incident.
12	Create a Change request	To create a new change request.	Analyst	Create a change request. Create a new change request.
13	View a change request	To view a change request by its ID.	SSU	View the change request 7. Show me the change request. I would like to view a change request.
14	Create a new action for the change	To create a new action for the change request.	SSU	Create a change request in TOPdesk.
15	Upload an attachment to a change	To upload an attachment to a change request.	SSU	I want to upload an attachment to a change request.
16	List the requests for change	List the memos available for the change requests.	SSU	List the memos available for the change requests.