ITSM Virtual Agent pre-built LLM topics

  • Release version: Xanadu
  • Updated August 1, 2024
  • 5 minutes to read
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    Summary of ITSM Virtual Agent pre-built LLM topics

    ITSM Virtual Agent offers pre-built Large Language Model (LLM) conversation topics designed to assist users with common IT-related tasks such as checking ticket status, resetting passwords, and managing approvals. These pre-built topics leverage AI to understand user intents and guide them through relevant actions efficiently. They come as read-only templates that can be duplicated and customized according to your organization’s naming conventions.

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    Key Features

    • Ticket and Support Status: Users can check the progress of IT tickets and support cases interactively, with data collected step-by-step.
    • Pending Approvals: Users can view and act on pending approval requests, approving or rejecting tickets by selecting from lists provided by the Virtual Agent.
    • Core ITSM Topics:
      • Check IT Ticket Status
      • Escalate IT Ticket Priority with justification
      • Open IT Ticket with duplicate incident prevention via machine learning
      • Access Service Disruptions information including planned and unplanned outages
    • Password Management: Supports password reset, change, and account unlock functions. Different verification methods are supported, including personal data, Google Authenticator, SMS, email codes, and security questions. Users not logged in can reset or unlock passwords, while logged-in users can also change passwords.
    • Actionable Notifications: Interactive notifications related to requested items (RITMs), incidents, and task approvals that prompt users to take actions such as commenting, approving, or viewing details. Notifications must be activated in Workflow Studio to function.

    Practical Application for ServiceNow Customers

    By implementing these pre-built LLM topics, ServiceNow customers can provide their users with conversational AI that simplifies and automates routine IT service management tasks. This improves user experience by enabling quick access to ticket status, password reset assistance, and approval workflows without manual intervention. Customers can customize the provided templates to align with their internal naming and process standards, ensuring seamless integration with existing ITSM operations.

    Enabling actionable notifications enhances user engagement by delivering timely, interactive messages related to their IT requests and incidents, streamlining communication and resolution processes.

    Important Considerations

    • Pre-built LLM topics are read-only and must be duplicated before customization.
    • Ensure password reset processes are enabled and properly configured to use password-related topics.
    • Notifications require activation in Workflow Studio to be operational.
    • For HR cases, administrators must configure appropriate access permissions for Core RCA records.

    ITSM Virtual Agent includes pre-built Large Language Model (LLM) topic conversations designed to help your users complete the common IT-related tasks such as checking and resetting a password.

    LLMs are used to identify and trigger the action that a user wants to perform.

    ITSM Virtual Agent pre-built LLM topics are read only and have (Template) as the suffix in their name. To use them, duplicate the topic in the ITSM Virtual Agent conversation scope and rename it according to your company naming conventions.

    For ITSM Virtual Agent pre-built Natural Language Understanding (NLU) topics, see Using ITSM Virtual Agent pre-built topics.

    Check Ticket and Support Status

    Check the status of your IT tickets and support cases.

    Once the conversation is initiated, it progresses by collecting data about the ticket one question at a time.
    Note:
    For HR cases, an Admin must allow Core RCA records for Read operation and Write operation.
    • sys_scope = Now Assist in Virtual Agent
    • target_scope = Human Resources: Core
    • target = Table: HR Case
    • status = Allowed
    • source = Script Include: ITSMTopicsHelper

    See Requested restricted caller access (RCA) for more information.
    Show Pending Approvals

    Check pending approvals that are needed to take action upon and pick those to be processed.

    You can either Approve or Reject your tickets by picking the list numbers provided to you by the Virtual Agent.

    Core ITSM topics

    Check IT Ticket Status

    Check the status of your IT ticket.

    Once the conversation is initiated, it progresses by collecting data about the ticket one question at a time.
    Escalate IT Ticket

    Raise the urgency of your 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. 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, Virtual Agent alerts the user to this and asks if the user would like to add a comment to help expedite resolution.
    Open IT Ticket

    Open a ticket leveraging machine-learning algorithms with application logic for predicting similar open tickets.

    Prevent users from opening duplicate incidents by finding similar incidents and asking if the user wants to add comments to the similar incident.
    Service Disruptions

    Access all known outage information.

    When a user asks if a particular system is down, Virtual Agent returns a list of links displaying planned or unplanned 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.

    Password reset topics

    End users can initiate a password management conversation with Virtual Agent by entering the keywords Reset, Change, Unlock, or Password.

    Users who are not logged in can perform the Reset Password and Unlock Account actions. Users who are logged in can perform the Change Password, Reset Password, and Unlock Password actions.

    Requirements:
    • Password Reset (com.glideapp.password_reset) plugin
    • Password Reset Virtual Agent Conversations (com.snc.password_reset.virtual_agent) plugin
    Note:
    In order for the password reset process to be available in Virtual Agent, ensure that you selected the Enabled on Virtual Agent check box in the Password Reset process configuration page.

    For more information about the password reset process, see Password Reset for Virtual Agent.

    Change Password

    Request to change your user password.

    User must be logged in.
    Reset Password

    Request to reset your user password.
    Unlock Account

    Request to verify your locked user account.
    The following identity verification options are supported for password reset in Virtual Agent conversations. Custom verifications are not supported in Virtual Agent.
    • Personal data verification: User provides specific pieces of personal data.
    • Google Authenticator verification: User enters the generated code from the Google service Authenticator mobile app.
    • SMS code verification: User enters the code received via mobile text message.
    • Email code verification: User enters the code received via email.
    • Security question verification: User enters the configured security question answers.

    For more information, see Configure your Password Reset process.

    Actionable notification topics

    ITSM Virtual Agent includes pre-built actionable notifications used to send interactive messages to a user based on pending tasks or alerts, such as RITM and request notifications, task approval notifications, and incident notifications.

    Note:
    You must activate notifications in Workflow Studio. For details, see Set up actionable notifications for ITSM Virtual Agent.
    Table 1. Requested items (RITMs)
    Topic Actionable notification
    RITM View Comment

    Notification: Requested Item commented

    Sent to the approver of a Service Catalog request.

    RITM Add Comments

    Notification: Requested item on behalf of requester

    Sent to the end user when a Service Catalog request is opened on the end user's behalf.

    View Request Details for Approver
    • Notification: Request approval reminder

      Sent to the approver of a Service Catalog request.

    • Notification: Approval request for requests

      Sent to the end user who made the change request when an approval for a change is requested.
    View RITM Details For Approver
    • Notification: Approval request for requested items

      Sent to the approver of a Service Catalog item request.

    • Notification: Requested Item approval reminder

      Sent to remind the approver of a pending Service Catalog request.
    View RITM Details For Requester

    Notification: Requested item on behalf of requester

    Sent to the end user when a Service Catalog request is opened on the end user's behalf.
    Table 2. Incidents
    Topic Actionable notification
    Add Comment To Incident Notification: Incident on behalf of caller

    Sent to end users whenever an incident is opened on their behalf.
    Close Incident Notification: Incident resolved

    Sent to end users whenever one of their incidents is resolved by someone other than the end user.
    Mark Incident Unresolved Notification: Incident resolved

    Sent to end users whenever one of their incidents is resolved by someone other than the end user.
    View Comments Notification: Incident commented

    Sent to end users whenever a comment is added to their incident by someone other than the end user.
    Resolve Incident
    • Notification: Incident commented

      Sent to end users whenever a comment is added to their incident by someone other than the end user.

    • Notification: Incident on behalf of caller

      Sent to end users whenever an incident is opened on their behalf.
    Table 3. Task approvals
    Topic Actionable notification
    Approve Sysapproval Approver
    • Notification: Other approval

      Sent to the approver when a non-task record (such as a Knowledge Base article) needs approval.

    • Notification: Task approval

      Sent to the approver about a newly created task that needs review and approval.
    Reject Sysapproval Approver
    Show Approval Details