Create and Update Incidents

Every improvement tells a story. The table below highlights the key updates made to enhance the clarity, accuracy, and overall experience of this article.

S. No.	Updated Description	Updated On
1	Department Access Enforcement	7^th August 2026

The IT Support Agent uses multiple signals such as keyword analysis, historical patterns, entity recognition, prompt for clarification if ambiguity exists, to classify a user’s input as an Incident such as something broken, unexpected outage, performance problems etc.

In cases where the input is not Incident, the agent non-deterministically chooses based on context—such as user history, system configuration, urgency, business role—and, if confidence is low, asks the user.

IT Support Agent for the Incident Module performs the following:

Incident Creation Request

Log in to the Application as an End User.
Click on the AIW Chat icon.
Enter the issue details.
Example: My outlook is not working.
Based on the keyword analysis, AIW provides the suggestions for the user to take action.

Figure: Review Agent Suggestions
If the provided suggestion is not helpful, request for Incident creation.

Figure: Request Incident Creation
Based on the historical patterns the agent replies. It will list the incidents created by you and provides an option to update any or create a new.
Figure: Agent Response
To log an issue, request the agent to create a new incident.
The Agent logs an Incident for you, based on the input prompt — fields such as Description, Priority, SLA etc are auto populated by the agent.
Note
By default, the Urgency and Impact can be set to Low or Medium for agent-registered incidents, unless the user explicitly asks for the Urgency and Impact to be High which can be changed by an analyst later.
Figure: New Incident

Duplicate Incident Creation

When a user initiates an incident creation via the chatbot, the system must capture the problem statement and perform a duplicate incident check before creating a new incident. If duplicate incidents are found, the chatbot will display the existing incident details and prompt the user to either update an existing incident or proceed with creating a new one.

If an Incident is already created for an existing issue then it will list the Incident details and ask if a new one must be created.

Here AIW performs the following:

Perform the duplicate check once sufficient information is captured.
Continue the flow based on the duplicate check result.

Figure: Duplicate Incident Creation

Incident Update with Ownership Validation

When a user attempts to update an incident, the chatbot will verify incident ownership and allow updates only if the incident is created by the same user. If the incident is not created by the user, the chatbot will prevent the update and display an appropriate message.

In the following chat conversation, user is attempting to update an Incident that is owned by another user and the AIW chat displays the message appropriately.

Figure: Invalid Incident

When the Incident is owned by the end user and if the user requests for an update then the Agent will verify update the Incident accordingly. In the following, the Incident is owned by the user hence the update is successful.

Figure: Update Incident Successful

Department Access Enforcement

Department Access Enforcement is an authorization enhancement that ensures users can create tickets only within Departments where they have the required access. Role templates and user-level Department assignments control department access.

Applies to all users who create tickets using AIW Chat and user cannot bypass department-level authorization.

Note
Every user must have permission to create ticket through an assigned role template, only then the user can create tickets through AIW Chat. A role template determines whether a user has permission to perform an action, such as:
• Create an incident
• Create a service request
• Create a ticket for a specific department

Accessible Departments	System behavior
One department	Automatically selects the department
Many departments	Prompts the user to select an authorized department

Ticket Creation

The following workflow describes how we enforce department access when a user creates an incident through AIW.

Log in to the Application.
Enter a prompt such as “outlook not working, create an incident” The application displays all the available Departments for selection to which the user has access.

Figure: Multi-Department options
Note
The dropdown list on top left displays the same Departments as seen on the AIW chat to which the user has access, exceptions apply. For more information, refer Exceptions.
AIW chat creates an Incident and displays on the chat window.

Figure: Incident Created Successfully

Exceptions

Some exceptions may apply when displaying departments. If a user bypasses the department access validation, the ticket creation or update will fail at the end of the incident workflow. The system displays a message indicating that the user cannot perform the action because they do not have the required permission or access.

Exception 1: IM or SR Module Not Enabled for Department

If the Module is not enabled for the Department, the system displays an appropriate message.

Consider the following example:
User selects IT Tenant, then the AIW displays, IT is not available for incident creation here.

Figure: Unauthorized Department

Exception 2: Tenant disabled in Application Settings

If the Admin disabled the Tenant in the Application Settings, then the AIW chat will not list the Department though it’s on Tenant dropdown list.

In the following Example, Finance department is not listed.

Figure: Department disabled on Application App Settings

Exception 3: User unauthorized to create incident

If the Admin disabled the user to create a new ticket, then AIW chat displays a message as no access to the user at the end of the ticket creation flow.

Figure: No permission to create ticket