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ITSM Virtual Agent conversations

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ITSM Virtual Agent conversations

ITSM Virtual Agent includes several predefined chatbot conversations designed to help your users complete common IT-related tasks, such as password reset and creating an incident.

Order an Item

With this conversation topic, users can order hardware or software items by choosing from all available options. A user requests to order an item. The virtual agent prompts the user to enter a short description of the item needed. The user enters an item name and the virtual agent responds with a carousel link to available choices. When the user selects the desired item, the virtual agent responds and provides a link for the user to order the item.

Order an Item virtual agent chatbot dialogue

Check IT Ticket Status

With this conversation topic, users can check the status of active IT tickets (incident or request). When a user asks about a ticket status, the virtual agent responds with a list of all active tickets for that user. Each ticket includes a link to the incident or request, the item, the status (Stage), and when it was updated.

Users can add comments and also ask to chat with a live agent.

Check IT Ticket status virtual agent chatbot dialogue

System Status

With this conversation topic, users can access all known outage information. When a user asks if a particular system is down, the virtual agent returns a list of links displaying known planned or non-planned outages and any system degradations. Users can click the links for more detailed information about a specific outage or degradation, as well as click Show more when additional outages are known.

Outages Information virtual agent chatbot dialogue

Create Change Request

With this conversation topic, users with the itil role can create change requests using a client of choice, such as Slack. Users indicate the type of change request (Normal, Standard, or Emergency). Change type definitions are provided by the virtual agent.

For normal and emergency change requests, the virtual agent prompts the user to enter the following criteria:
  • Short description
  • Justification
  • Configuration item
  • Assignment group
  • Planned start date
  • Planned end date

For standard change requests, the virtual agent sends a carousel link to a catalog of standard change items. After the user selects an item, the virtual agent provides a link to open the associated category page to request the change.

Create Change Request virtual agent chatbot dialogue

Process Approval

With this conversation topic, users with the itil role can access active approval requests. The virtual agent returns all active approvals as a choice list. Users click an approval to access the actual approval record to approve or reject.

Reset Password

With this topic, users can access password reset links when system lockout occurs or when passwords are forgotten. When a user enters keywords related to password reset, the virtual agent provides a link to the password reset process. If a user is not authenticated in the system, the virtual agent requests the user's email address. If a user is not enrolled in Password Reset, the virtual agent provides a link to Password Enrollment.

My Assigned Equipment

With this conversation topic, users can view a list of all assigned equipment, such as laptops, mobile phones, and monitors. Clicking an item link provides additional details about the asset.

My Assigned Assets virtual agent chatbot dialogue

Search Knowledge Base

With this conversation topic, users can access knowledge base articles to quickly resolve issues. After a user enters keywords associated with a knowledge base, the virtual agent prompts the user to enter a search phrase. A contextual search runs and relevant knowledge base articles appear as choices to select. Users can select a new search or cancel the search. If the returned articles do not provide the required information, users can create an incident or ask to chat with a live agent.
Note: If the Communities (com.sn_communities) plugin is activated, the virtual agent can also return a list of answered Community questions.

Open IT Ticket

With this conversation topic, users can open an incident or access relevant knowledge base articles to resolve an issue. After typing key words, such as, open ticket or incident, the virtual agent prompts the user to enter a short description of the issue. The virtual agent returns links to relevant knowledge base articles and asks if an article resolved the issue. If not, the virtual agent asks the urgency of the issue and creates an incident, providing a link to the actual incident.

Open IT Ticket virtual agent chatbot dialogue

Update Assigned Tasks

With this conversation topic, users with the itil role can update comments or work notes in assigned tasks. When a user wants to update a task, the virtual agent returns a list of all assigned tasks and asks which task the user wants to update. Users can select a single listed task to update or select All to load and update all assigned tasks. The virtual agent then asks if the user wants to add a comment, a work note, or both. Optionally, users can cancel the update.

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