End users can create incidents conversationally through AIW chat. AIW automatically generates the Symptom and Description from the end user’s issue prompt.
Incident attributes fall into two categories:
Standard attributes: Apex-defined fields such as Symptom, Description, Impact, Urgency, Priority, and Category.
Custom attributes: User-defined fields such as Headphone Type and Order ID.
AIW evaluates the tenant’s Log Incident configuration and prompts the end user only for Standard and Custom attributes marked as mandatory. For mandatory attributes with predefined values, AIW displays the available options and requests a selection.
Prerequisites
Set up custom attributes on Form. For more information, refer Configure custom fields for Incident Management.
Configure custom attributes on Log Incident Page. For more information, refer Configure Log Incident.
Use-case
The following use case describes the scenario and solution implementation for configured custom attribute.
Use Case User Persona: End User | Solution |
|---|---|
Organizations require complete, tenant-specific incident information when service desk teams log an incident so that they can accurately classify, rank, assign, and resolve it without contacting end users again for missing details. | When an end user describes an issue in AIW chat, AIW automatically generates the Symptom and Description and prompts only for the mandatory Standard and Custom attributes configured for the tenant’s Log Incident form. AIW prevents submission until the end user enters all mandatory values, presents the collected details for review and editing, and creates the incident after the end user confirms the information. Example: User: Application not working, create an Incident. AIW: Select an Application name from the below to proceed with Incident creation
In the above Application name is the custom attribute defined in the Log Incident form. |
Standard attributes
Example: Standard fields include Impact, Urgency, Priority, etc. If Priority and Urgency are mandatory, AIW presents the configured options for Priority and Urgency. It asks the end user to select a value for each field.
AIW handles Symptom and Description differently from other standard attributes:
AIW automatically generates Symptom and Description from the end user’s issue prompt.
AIW prompts the end user for another standard attribute only when the tenant marks that attribute as mandatory on the Log Incident form.
Note
Supported Standard attributes include: Impact, Urgency, Priority, SLA, CC (Email).
Custom attributes
Custom attributes are user-defined or customer-defined fields created to collect information specific to an organization.
Example: Custom fields can include Business Unit, Device Model, Location Code, etc. AIW prompts for a custom attribute only when tenant marks it as mandatory. If a mandatory custom attribute contains predefined values, AIW presents those values as selectable options. If the mandatory custom attribute accepts another supported input type, AIW requests the corresponding value from the end user.
After collecting all mandatory information, AIW displays a summary of the generated issue details and selected attribute values. The end user can change a value conversationally or confirm the information and proceed. AIW then creates the incident using the final reviewed details.
Note
Supported Custom Attributes types include: All, except autofill and file attachment. (Normal file Attachment continues to work, users can upload attachments but not for a custom file Attachment field).
Attributes presentation
Attribute type | Mandatory status | AIW behavior |
|---|---|---|
Standard | Mandatory | AIW collects the value for the attribute. |
Standard | Optional | AIW does not prompt for the attribute. |
Custom | Mandatory | AIW collects the value for the custom attribute. |
Custom | Optional | AIW does not prompt for the attribute. |
Log an Incident with Custom Attributes
End users can log incidents directly from AIW chat. AIW automatically generates the Symptom and Description from the issue prompt and requests values only for the mandatory Standard and Custom attributes configured for the tenant. AIW prevents end users from submitting the incident until all mandatory attributes contain valid values.
To log an incident with custom attributes, perform the following steps:
Log in to the application and open AIW chat to log an incident using custom attributes.
Describe the issue in natural language. The application automatically generates Symptom and Description in the backend from the user prompt and displays at the time of review. It prompts for any custom or standard mandatory fields.
Enter values for each mandatory Standard and Custom attribute prompted by AIW.
Figure: Custom attributesReview the incident summary and the selected attribute values. AIW chat displays Symptom and Description based on the user prompt.
Figure: Review incident details After verifying the details, enter Yes to create the incident. AIW creates the incident successfully and displays the Incident ID as a hyperlink. When you click on the ID, the application opens the Incident page with all the details.
Figure: Incident creation
Note
Configured custom attributes are applicable for Create Incident functionality and not for Update. Currently the AIW chat supports standard attributes for Update functionality.