You can now conveniently request the reopening or cancellation of incidents and service requests (SRs) directly through the AIW chatbot—just like you can in the web app. The chatbot will walk you through the process, ask for confirmation, and update your ticket status upon approval.
This feature gives you more control and convenience over your tickets, helping you resolve issues faster and more efficiently!
Re-open Ticket
If an incident or service request ticket you created or were involved with was resolved but needs further action, you can request to reopen it through the chatbot.
To re-open a ticket, perform the following steps:
Enter prompt to cancel tickets created by you.
Agent on confirmation re-opens the mentioned incident and provides an hyperlink to view the Incident.
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Figure: Re-open Resolved Ticket
Cancel Ticket
For your Incidents and service requests, you can use the chatbot to cancel active tickets created by you and no longer required.
To cancel a ticket, perform the following steps:
Enter prompt to cancel tickets created by you.
Agent on confirmation cancels the mentioned incident and provides an hyperlink to view the Incident.
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Figure: Cancel Incident
Best Practices
Always provide your ticket number if possible for faster service.
Confirm your action when prompted to avoid accidental changes.
If unsure, you can ask, “List my resolved/cancelled tickets” to find the ticket you want to reopen or cancel.