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ITSM Virtual Agent conversations

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ITSM Virtual Agent conversations

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

ITSM Virtual Agent predefined Fulfiller category topic conversations

Identify Scheduled Changes
Users with the itil role can find upcoming change requests for a specific configuration item (CI). To see the change requests, users must type in the name of the configuration item that contains the changes.
Create Change Request

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
Resolve Incident

Users with the itil role can resolve an incident through support chat by providing a close code, for example, Solved (Permanently) or Solved (Workaround), and resolution notes.

Resolve Incident virtual agent chatbot dialogue
Create Problem
Users with the itil role can create problem records. Users provide a description of the problem and specify the urgency and the impact of the problem. Users need to know and enter the associated problematic configuration item as well.
Update Assigned Tasks
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.
Identify Available Change Windows

Users with the itil role can check the next available change window for a configuration item. For example, you can determine the next available change window for a specific asset assigned to a user, in regards to maintenance or black-out calendars. Users must enter the configuration item to check, such as PROmonitor, and then select a planned start and end date and time.

Identify Available Change Windows virtual agent chatbot dialogue
Update Change Request
Users with the itil role can update the actual start and end time of a change, as well as move it to work in progress or closed states.

ITSM Virtual Agent predefined IT Issues category topic conversations

Local Admin Access

Users can request and gain admin rights and permission to install or access software and other admin-related items within your system.

Local Admin Access virtual agent chatbot dialogue
RSA Token

Users can request an RSA token or report a problem with an RSA token. Users can also request help with setup of an RSA token.

RSA Token virtual agent chatbot dialogue
Email Issues

Users can request help with email problems, such as issues sending and receiving email or problems with the email client.

Email Issues virtual agent chatbot dialogue
Manage Distribution List

Users can create, delete, and manage a distribution list.

Manage Distribution List virtual agent chatbot dialogue
Repository Access

Users can request and gain access to a data repository manually, or choose from pre-loaded available repositories.

Repository Access virtual agent chatbot dialogue
Email Setup

Users can request help with email access or setting up an email account accessible by computer or phone. Users can also request help with configuring email or setting up web mail.

Email Setup virtual agent chatbot dialogue
Meeting Room Issues

Users can request help with meeting room issues, such as conferencing problems, sound issues, display, connectivity, sharing, and more.

Meeting Room Issues virtual agent chatbot dialogue
Troubleshoot Slow Computer

Users can request help associated with a slow computer, such as low RAM.

Troubleshoot Slow Computer virtual agent chatbot dialogue
Guest WiFi Access

Guests to your company can obtain WiFi access.

Guest WiFi Access virtual agent chatbot dialogue
Printer Issues

Users can request help with issues associated with a printer, such as a paper jam, printer not working, or connectivity problems.

Printer Issues virtual agent chatbot dialogue
VPN Connectivity

Users can request help with connecting to VPN or setting up VPN in order to access business systems from remote locations.

VPN Connectivity agent chatbot dialogue

ITSM Virtual Agent predefined Self-Service category topic conversations

Submit a request

Users can submit a request by choosing from all available options. For example, when a user requests for an item, the Virtual Agent prompts the user to enter a name or description of the item needed. The user enters an item name and the Virtual Agent responds with a carousel with available choices. When the user selects the desired item, the virtual agent responds and provides a link for the user to order the item.

When the user selects the desired item, the following scenarios are possible:
  • A user can submit a request in the conversation by answering the questions in line. This is possible only if the item does not have any scripts or policies, does not have mandatory attachments, and contains any of the following variable types:
    • Date
    • Reference (with no pricing implications)
    • Single Line Text
    • Wide Single Line Text
    • Yes / No
  • In all other cases, Virtual Agent provides a link for the user to submit a request in Service Portal.
    Note: In case you want to redirect to a portal other than Service Portal, specify the portal for the sn_itsm_va.com.snc.itsm.virtualagent.portal_url property.
Submit a Request virtual agent chatbot dialogue
Check IT Ticket Status

Users can check the status of active IT tickets (incidents or requests). 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
Process Approval
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.
My Assigned Equipment

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
Service Disruptions

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 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.

Service Disruptions virtual agent chatbot dialogue
Search Knowledge Base
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

Users can open an incident or access relevant knowledge base articles to resolve an issue. After typing keywords, 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 it did not, the virtual agent asks for the urgency of the issue and creates an incident, providing a link to the actual incident.

Open IT Ticket virtual agent chatbot dialogue
Escalate IT Ticket

Users can raise the urgency of an IT ticket for a faster resolution. Escalating a ticket priority requires choosing the incident and verifying the escalation. Users must provide a justification to escalate the incident. The virtual agent escalates the incident to the next urgency level, for example, from low to medium, or from medium to high. If an incident is already at high-level urgency, the virtual agent alerts the user to this and asks if the user would like to add a comment to help expedite resolution.

Escalate IT Ticket virtual agent chatbot dialogue
Walk-up Check-in

Users can check into a Walk-up Experience location and secure a place in the queue. Users can also schedule an appointment at a walk-up location.

This topic conversation is available when the Walk-up Experience plugin (com.snc.walkup) is activated.

Walk-up Check-in virtual agent chatbot dialogue

ITSM Virtual Agent predefined Setup Topic conversations

Greetings
Users receive a greeting at the beginning of a conversation.
Anything Else Topic
Users are asked if they want to continue with another request or task.
Live Agent Support
Users can request a live agent and view items that a live agent can assist with.
Closing Conversation
Users receive an ending message when the conversation is done.
Personalized Greeting Topic
Users are greeted by name at the beginning of a conversation.
Error Handling Topic
Users see an error message when the virtual agent encounters a problem that it cannot resolve.
Provide Virtual Agent Feedback

Users can provide CSAT feedback on their virtual agent experience before the conversation ends.

This is a simple, reusable virtual agent survey topic enabling you to collect CSAT feedback on virtual agent within your organization. Users are asked to rate the experience by choosing a sentiment from an image carousel of three faces. Choices include a happy face, a neutral face, and a sad face. If the sad face is chosen, users are prompted to provide a comment about the poor experience.

Fallback Topic
Users see a message when the virtual agent cannot find a topic that matches a request or when it does not understand an entry.
Virtual Agent Capabilities
Users can ask for assistance during the conversation and view a list of items that the virtual agent can assist with.

ITSM Virtual Agent predefined Small Talk Topic conversations

Time and Date
Users can see the date and time based on their profile settings.
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