Mandatory Field Validation

This documentation outlines the requirements and workflow for enabling IT Analysts to update ticket status using an AI-powered chat agent. The agent ensures all mandatory fields are completed, compliance is maintained, and all updates are thoroughly audited—facilitating efficient and accurate ticket management without manual UI checks.

The Agent performs the following functionalities:

Detect Status Update Intent and Fetch Mandatory Fields

The AI agent will interpret natural language commands indicating the analyst’s intent to change a ticket’s status.

Example: “Set Incident ID xxxxxx to In-Progress”. Upon detecting this intent, the agent retrieves the list of mandatory fields required for the target status from the Incident Form on the Application.

To validate this use-case scenario, perform the following steps:

Log in to the Application as an Analyst.
In the AIW chat enter prompt “Update Incident ID xxxxxx to Pending”. Agent will detect status update and fetch the mandatory fields for the user to provide.
Example:
User: Update Incident ID 38632 to Pending.
Agent: Select the Pending reason for Incident #38632:

1. Under Observation

2. Scheduled Ticket

3. Vendor Dependency

4. Awaiting user response

5. User Confirmation Pending

6. Third-Party Service Restoration

7. Business Approval Pending

Please select a number (1-7) or type the option

Validate and Prompt Analyst to Fill Missing Mandatory Fields

The AI checks the current values of the mandatory fields for the ticket. If any required fields are empty or incomplete, the AI prompts the analyst to provide the missing information directly in the chat.

Here Pending Reason is a Mandatory field for the user to change the Status to Pending.
Analyst must select one the value from the pre-configured values.

Figure: Mandatory Field

Update Fields via Chat and Confirm and Update Ticket Status

Once all mandatory fields are completed, the AI updates the ticket in the ITSM system—both the fields and the status. The analyst never needs to use the Application UI for this workflow.

Agent updates the ticket and confirms Status change along with clickable hyperlink of the Incident ID that opens the Incident on the Application in a new tab.

AI submits the collected field values and status change to the ITSM system’s API.Upon successful update, AI sends confirmation:

“Incident #01xxxx has been updated.
Status: Pending
Pendingreason: “Reason”

If an error occurs, AI provides details and offers next steps.

Figure: Ticket Status Update

Logging and Audit

Every action taken by the AI—including field updates and status change—is logged for compliance, audit, and traceability.

AI records the analyst ID, ticket ID, fields changed, status update, timestamp, and Medium (chatbot).
Logs are stored in accordance with organizational audit policies and can be retrieved as needed.

To view the logs navigate to Incident > Manage Incident > Incident List. Select Incident ID and on the Action panel select Change History to view all the new values.

Figure: Change History