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Before creating a skill that will create a qualified ticket in EasyVista or another ITSM tool, you will need to prepare certain elements upstream.
In our example, we want to create a ticket with the following scenario:
Collect:
– 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
Validation:
– trigger the workflow
Best practice: for logic depending on the StatusCode:
Result:
– 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 a ticket:
Workflow> Add a step> EasyVista – Create Ticket
Note: to insert the value dynamically, put your attribute in mustaches as follows “{{nom_attribut} }”.
Settings:
– 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”
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)
Publish!
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