Create Service Request

The IT Support Agent leverages multi-layered intelligence—using keyword analysis, Catalog attribute validation, user intent parsing, and dynamic prompting—to guide users through Service Request (SR) Catalogs via chatbot. Classification is context-aware: the agent examines the Catalog configuration, number and types of input fields, and user role to determine the optimal data collection channel (in-chat or app link).

When the system detects Catalogs with complex requirements (e.g., ≥5 input fields), it seamlessly redirects users to the Apex 2.0 application, ensuring a streamlined experience. For simpler Catalogs, conversational data capture occurs directly within the chat, one field at a time.

IT Support Agent for the Catalog Module performs the following:

• Catalog Evaluation and Service Request Creation

• Access-Related Service Requests

• Choosing Approver by End User

• Asset-related Issue Requests

Catalog Evaluation and Service Request Creation

Service Request creation through Support Agent is created based on the required input fields.

• Input Supported Catalog

• Unsupported Catalog

Input Supported Catalog

In case an SR Catalog has more than or equal to 5 input text fields, then the link to the Catalog is shared with the user and the user can fill such Catalogs on the Apex application.

Example: User has a requirement to increate mailbox size for business reasons. The Catalog for this request contains more than 5 input fields hence, the user is given the form link to fill and submit the request on the Apex application.

To execute the scenario, perform the following steps:

1. Log in to the Application as an End User.
   

2. Enter the request prompt on the AIW chat.
   

3. User prompts for Mailbox quota increase, IT Support Agent analyses the prompt and determines as a Request.
   
   Figure: Create Request
   

4. A list of relevant Catalogs is displayed for the user to choose and enables user to enter the input value.
   
   Figure: Catalog Selection
   

5. Agent determines that the selected Catalog has more than 5 input fields, provides the request form as a hyperlink for the user to fill and submit.
   
   Figure: Request Form hyperlink
   

6. Click on the hyperlink Click here to fill out the form to view the Service Request open in the Apex application.
   
   Figure: Service Request

Unsupported Catalog

If the SR catalog has less than 5 input text fields, then the same is displayed to the user on the bot - one input field at a time until all the necessary information is received from the user.

Example: User has requested to access SAP application access and the Catalog contains less than 5 fields. The input is taken for every field and Catalog is created.

To execute the scenario, perform the following steps:

1. User prompts for access, IT Support Agent analyses the prompt and determines as a Request.

   Figure: Catalog Evaluation
   

2. A list of relevant Catalogs is displayed for the user to choose and enables user to enter the input value.
   
   Figure: User Input
   

3. Agent determines that the selected Catalog has less than 5 input fields, user is requested to enter a value for every field. Upon providing the inputs, SR is created successfully and hyperlink to the request is provided.
   
   Figure: User Input

Access-Related Service Requests

Users can submit Service Requests for access to systems, applications, folders, or resources as per the Catalog. The relevant catalogue is displayed to the user to collect text-based input before creating an SR.

When the user's intent matches an Access Request (e.g., “Request access to shared drive”), the agent performs the following:

• Prompts the user for necessary information based on the Catalog (collected in-chat if supported).

• Displays a list of potential approvers for user selection, fetched from the Apex application.

• Captures and attaches the chosen approver to the Service Request for downstream approval routing.

• Confirms the submission or shares a link to Apex 2.0 if the Catalog requires more than the supported inputs.

To execute access request agent chat flow, perform the following:

1. Log in to the Application as an End User.
   

2. Request the Support Agent for access to Shared Folder.
   
   Figure: Request for Shared Folder Access
   

3. The support agent will further request for inputs based on the selected Catalog.
   

4. Enter the required details such as Department, shared folder path from the given options.
   
   Figure: Input Request
   

5. Based on the inputs, the agent will request for Approver details and creates an SR for shared folder access.
   As an user you can access the request from the given hyperlink.
   

Choosing Approver by End User

End Users can interact with Support Agent and select an Approver and attach to the SR as part of approval workflow.

In the following example, the agent is requesting for user to attach an approver to the SR. Upon providing the approver details, the agent displays the approver name for confirmation and creates an SR.

Figure: SR created with Approver

Asset-Related Issue Requests

Users can submit requests related to physical assets such as Laptop, Monitor, Keyboard etc.. according to the Catalog. The agent guides users to describe the specifications, select the relevant asset, and ensure necessary context is attached to the ticket. The relevant catalogue is shown to the user to collect text-based input from the user before creating an SR.

Example: Request new Laptop for Team Member.

The agent identifies the asset type and guides the user to describe the issue or specifications as per Catalog requirements. Prompts for relevant context like Asset Tag, Location etc. through chat or shares the Catalog link if additional details are required. Once sufficient input is received, submits the SR and confirms to the user.

To execute the asset-related issue request with AIW, perform for the following:

1. Log in to the Application.
   

2. Request the Support Agent to create an SR for a new Laptop.
   
   Figure: Asset Request
   

3. The agent displays relevant catalogs and requesting the user to choose a Catalog from the list.
   
   Figure: Catalogs for Laptop Request
   

4. On confirmation, the agent evaluates the catalog input fields and provides a hyperlink directing the user to fill and submit the request.
   For more information on input validation, refer Catalog Evaluation.
   
   Figure: Catalog Hyperlink

Notes

• The configurable limit for custom attribute fields can be managed by system administrators.

• Datetime inputs are not supported in bot-driven Catalogs; such Catalogs must be completed in Apex 2.0.

• All captured information (including approver) is attached to the request for audit and workflow purposes.