Ask questions about an incident by using the Now Assist panel
Quickly obtain common incident related information conversationally within the incident record by asking questions in the Now Assist panel.
Antes de Iniciar
Role required: itil
Por Que e Quando Desempenhar Esta Tarefa
Incident assist topics in the Now Assist panel include:
- Caller's assets
- A caller must be associated with the incident to retrieve caller's assets.
- Incident number must be provided, unless triggered from the incident record.
- Caller's recent incidents (within the past 7 days)
- A caller must be associated with the incident to retrieve caller's recent incidents.
- Incident number must be provided, unless triggered from the incident record.
- On-call experts from support groups
- Ability to search on-call experts that are in any support group.
- Group members are configured in .
- Similar resolved incidents
- Similar incidents must be resolved or closed.
- Incident number must be provided, unless triggered from the incident record.
You can ask questions about an incident by using the Now Assist panel in Core UI and Service Operations Workspace for ITSM.
Procedimento
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From the header menu, select the Now Assist icon
to open the Now Assist panel.
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In the Now Assist panel, either type in a question related to an incident assist topic, or select Answer questions about an incident and select an incident assist topic to ask
about.
Nota:Incident assist uses the Similar Resolved Incidents search profile with the incident index source. For information on indexed sources, see Managing indexed sources from the AI Search Admin console.Information requested about the incident is shown.