Create and Update Incidents

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