The IT Analyst Agent now enables IT Analysts to perform both IT analyst and end-user self-service actions using a single login and chatbot client. You no longer need to switch between personas or log into multiple clients to complete your daily tasks—everything you need is in one place.
Key Benefits
Single Login: Access all analyst and end-user features without switching accounts.
One Chatbot Client: No need to run or install separate clients for different roles.
Efficient Workflow: Seamlessly handle analyst responsibilities and personal self-service needs in one session.
Unified IT Analyst
End-User Self-Service Features: As an IT Analyst, you now have access to all end-user self-service actions, such as:
Submitting and tracking your own IT requests
Searching the knowledge base for solutions to common issues
Analyst Capabilities: Continue to use all advanced analyst tools, including:
Managing, escalating, or resolving tickets for other users
To perform activities as an unified IT Analyst, perform the following steps:
Log in to the Application as an Analyst.
Click AIW Chatbot and enter the required prompt.
In your chat session, use commands or menu options to:
Perform analyst operations
Example: “Show all open tickets”Carry out self-service actions for yourself or look up knowledge base articles, just like an end user
Example: Provide Knowledge Articles for Software Install
No Switching Required.
There’s no need to log into a different account or switch between “Analyst” and “End User” modes. All features are available to you in a single, integrated interface.Security and Permissions
Actions you perform as an analyst remain fully tracked and auditable. You retain all analyst-specific permissions and can perform any necessary self-service task for yourself at any time.