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Working with

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incidents and requests

Kbot can connect to various trouble ticketing systems. Consultants can work with tickets issues and requests with the help of another Kbot tool called Workflow.

Let’s take a look at some use cases. The following ticketrecord-related tutorials are presented from the simplest to the most difficult.

Properties basics

When you work with ticketsrecords, it is necessary to collect various properties. The process of collecting properties is called Slot Filling. For example, to create a ticket record the chatbot requires additional information, such as the ticket’s a title, description, priority, etc.

Watch a short video displaying the properties that the chatbot requires to create a ticketrecord of the incident type.

Create an incident

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record (sample 1)

View the process of Slot Filling using several intent properties. As a result, the chatbot creates a ticket record with the collected information.

• Learn how to work with properties.

• Learn about utility nodes — special blocks designed specifically to be reused in Workflows.

• See the process of creating a ticket record that uses properties information.

Create an incident

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record (sample

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2)

View the process of Slot filling Filling by collecting the pieces of information required for creating a ticket record through a conversation workflow.

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• Continue studying how to manage properties.

• Learn how to ask a user to type something and how to save this data in a variable.

• Make the chatbot type a message during a workflow dialog.

Create an incident

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record (

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sample 3)

Slot filling by collecting Another example of the Slot Filling process. Collecting the pieces of information required for creating a ticket record through a conversation workflow.

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• Learn about Confirm and Case nodes.

• See how you can create more complex Workflows.

Ticket categorization

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Categorize records

See how a utility node can be used to detect the record category. In this example we demonstrate how you can call the record categorization Workflow. For instance, this Workflow can be called by the Incident or Request intents. It leverages Machine Learning for the automatic classification of the incident or request

• Learn how to use the Classify utility node.

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Cart Management

Kbot for Snow can help you select and purchase various items. For example, it can simplify choosing and requesting a new laptop.

Learn how to:

• Add or remove elements in a cart.

• Create a request for this Request to check out a cart.