Update Ticket Status

The AI analyst agent will extract the Incident ID from the analyst’s chat message, check if the Incident exists in the Application and is assigned to the requesting analyst. Agent will summarize or update the tickets assigned to you and will not consider requests for the Incidents that are not assigned to you. To view this scenario, refer Ambiguous or Invalid Input.

Figure: Summarize and Update Incident

Status Updates

Based on the current ticket status the analyst agent will prompt the next possible status that can be change on the particular Incident.
Example: If the Ticket status is in In-Progress the next possible status that can be changed are displayed such as — Pending, Resolved, Cancelled. As an user you must select the next status value.

Figure: Input Status Change

The AI must confirm the update command and then update the ticket status in the ITSM system. Confirmation message after update: “INC0xxxxx has been updated to [New Status].”

Example: In the following user prompt, Incident ID 279 is currently in the Pending status, and user has requested to change status value to In-Progress. The Agent replies with next set of possible change status values such as In-Progress, Resolved and Cancelled. Upon user confirming to change the value to In-Progress the system updates and confirms the new value change on the Incident.

Figure: New Status Value

If an invalid status is given, the AI must respond: “Invalid status:’[New Status]’ Only the following statues are allowed.”

Example: In the following user prompt, user is requesting the Agent to change the Status to Closed which does not exist in the provided list by the analyst agent. Hence, analyst agent replies “Invalid status: ‘Closed’ Only the following statues are allowed: In-Progress, Resolved, Cancelled.

Figure: Invalid Status

Solution Before Resolution

Before a ticket can be set to Resolved, the AI must prompt the analyst to provide a solution or work note. After receiving the solution, the AI must update the ticket status and note, then confirm: “INCxxxx has been updated to Resolved.”

Example: In the following user prompt, user is requesting the agent to Resolve the Incident. The Agent asks the user to provide solution for the Incident ID.

Figure: Resolve Incident

Combined Commands

The AI must support one-line commands for status and work notes together, such as “Update INCxxxx to In Progress and add note: Restarted Services.” Both the status and work note is updated in the Application, with a confirmation message on summarizing changes.

Figure: Combined Commands

Figure: Updated commands

Ambiguous or Invalid Inputs

If the analyst’s command is incomplete or has missing ticket ID or unclear status, the AI must for clarification. If a ticket is not assigned to the analyst, the AI must respond appropriately stating “You can only update tickets assigned to you.”

Figure: Invalid Input

Logging

All updates must be logged with: Timestamp of update Analyst username Fields updated such as status, notes. Previous and new values for each field Confirmation of logging sent to analyst: “Update logged for INCxxxx.” Validation Criteria.

Figure: Updated Combined Commands

Status updates are reflected in Application with 100% accuracy. Ticket ID extraction from messages has high accuracy. All ticket events (status changes, notes) are logged for audit/traceability.  Updates are reflected in Application in real-time. No noticeable lag in chat confirmation messaging.

Figure: Change in Application