Fulfiller pre-built topics for ITSM Virtual Agent

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Fulfiller pre-built topics for ITSM Virtual Agent

    This set of pre-built Virtual Agent topics is designed for ITSM professionals with the itil role, enabling streamlined handling of key IT service management tasks through conversational interfaces. These topics facilitate common actions such as creating and updating change requests, problems, incidents, and tasks, enhancing efficiency and accuracy while interacting via platforms like Slack.

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    Key Features

    • Create Change Request: Users can create Normal, Standard, or Emergency change requests. For Normal and Emergency changes, the Virtual Agent gathers essential details including short description, justification, configuration item, assignment group, and planned start/end dates. For Standard changes, users select from a catalog of predefined change items, with direct links to request pages.
    • Create Problem: Users provide a problem description, urgency, impact, and the related configuration item to create problem records efficiently.
    • Identify Available Change Windows: Enables checking of the next available maintenance or blackout window for a specific configuration item by inputting the CI and desired date/time range.
    • Identify Scheduled Changes: Allows users to retrieve upcoming change requests associated with a particular configuration item.
    • Resolve Incident: Users can close incidents by specifying a close code (e.g., Solved Permanently, Solved Workaround) and adding resolution notes directly via support chat.
    • Update Assigned Task: Facilitates updating comments or work notes on assigned tasks. Users can select individual or all assigned tasks to update and choose to add comments, work notes, or both, with an option to cancel.
    • Update Change Request: Users can update actual start and end times of changes and transition change requests to work in progress or closed states.

    Key Outcomes

    These pre-built topics empower ITSM itil role users to manage incidents, problems, and changes more effectively through conversational workflows. By automating data entry prompts and providing direct access to relevant records, the Virtual Agent reduces manual effort and accelerates resolution times. This leads to improved service management responsiveness and user satisfaction.

    Fulfiller topic conversations are designed specifically for ITSM professionals with the itil role. These pre-built topics include resolving an incident, creating a problem, and updating data in the system.

    Create Change Request

    Users with the itil role can create change requests using their 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, 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, Virtual Agent sends a carousel link to a catalog of standard change items. After the user selects an item, Virtual Agent provides a link to open the associated category page to request the change.

    Create Change Request topic.

    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 must know and enter the associated problematic configuration item as well.

    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, regarding 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 topic.

    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.

    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 topic.

    Update Assigned Task

    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.

    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.