Create a qualified ticket in EasyVista

Learn how to create a skill that will create tickets in Easyvista from a chatbot conversation!

Before creating a skill that will create a qualified ticket in EasyVista or another ITSM tool, you will need to prepare certain elements upstream.

  • The fields that must be filled in + correspondence table with their associated ITSM codes (for example Catalog_code, Catalog_guid, Severity_id …)
  • In the fields to be filled in, which ones can be pre-filled (eg identity of the applicant, application, etc.)
  • Establish the skill scenario

In our example, we want to create a ticket with the following scenario:

  • When the chatbot does not understand the answer ( misunderstanding skill ) then offer the user to create a ticket
  • Ticket creation skill:


– when he selects the name of the application, the correct ITSM code is integrated into the ticket

– ticket urgency: low, medium, urgent

– description: free text

– screenshot: document addition workflow to configure


– trigger the workflow

Best practice: for logic depending on the StatusCode:


– Result_ok: API response with ticket name

– Result_error: typical message because the ticket could not be created

1/ Create the misunderstanding skill, the ticket creation skill with the associated resources.

2/ Configure the ITSM Code / Natural language response correspondence table

Enable answer suggestions and add all your apps.

Set up suggested answers (small stylus):

Add keywords (synonyms and misspellings) by application

Add the ITSM code in the payload

For the sake of ergonomics, we advise you to display the 6/7 most requested applications and to hide the others (small stylus> hide)

Save the payload in an attribute (here it’s the subjectcode attribute that keeps the payload in memory):

  • Create attribute
  • Click on the small stylus> set payload> record
  • Create the workflows

Create a ticket:

Workflow> Add a step> EasyVista – Create Ticket

Note: to insert the value dynamically, put your attribute in mustaches as follows “{{nom_attribut} }”.


– To log in> enter your login credentials

– Catalog_code: This attribute is mandatory. In our example, it corresponds to the Payload of the applications.

Note: to retrieve the correspondence table in EasyVista go to References> Catalogs

– Title: put the title

– Description: the problem description

  • If you want more fields, activate the field “Use optional fields”

  • Parameterize the API response

Go to answer

Save the API response in an attribute. Don’t forget to click the “+” button to perform the backup

Please note, the API response is in the form: https://emea1/api/v1/60046/requests/I161019_000003. Off you want to give the user only the ticket number.

You will need to create a new step to retrieve only the content to the right of “requests/”

Add a new step> Vizier – Extract right attribute

Set as following:

Save answer:

And don’t forget to display this attribute in the text of the Result_ok resource:

{{numeroticket} }

Test the functioning of your Workflow (to see the statusCode: Conversations> Process data> status code)

Set up your NLU (ex: create a ticket)


🙏 Pré-Requis

To know all about the  chatbots and AI, subscribe to the Newsletter

You seem to like what you read...

Why not subscribe to our newsletter?

Receive this type of content and many others (tools, news, testimonials, podcasts…) every week directly to the mailbox of your choice. Unsubscribe at any time.