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Multi-Department Support

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The Multi-Department Ticket Management feature enables users to create, manage, and access Incident (IM) and Service Request (SR) tickets across multiple departments through AIW. The feature ensures that ticket operations are aligned with department-level configurations and access controls, improving security, governance, and operational accuracy.

The capability supports department-aware ticket routing, access validation, and intelligent conversation handling within AIW.

Why does it matter?

  • Improves Ticket Routing Accuracy

    Ensures tickets reach the right department from the start, reducing reassignment and faster resolution.

  • Enhances User Experience

    Provides department-specific workflows and responses for a more personalized support experience.

  • Strengthens Security & Access Control

    Restricts ticket and asset visibility based on department authorization to protect sensitive data.

  • Reduces Operational Overhead

    Automates department validation and routing, minimizing manual effort and ticket bouncing.

  • Supports Scalable Enterprise Service Management

    Enables multiple departments to operate independently within a single AIW platform while maintaining governance and segregation.

Use Case

Amy, an employee in the Finance department, opens AIW and types:

“I’m unable to connect to outlook”

Instead of directly creating a ticket, AIW intelligently responds with Department selection.

Amy selects IT.

AIW immediately validates the department configuration and understands that incident belongs to IT department. Based on this validation, AIW creates the appropriate Incident with unique Incident ID and routes it directly to the IT support team.

Multi Department Ticket Functionality

When an user attempts to create or update a ticket, AIW prompts for Department selection to ensure the ticket is routed, managed, and accessed according to department-specific configurations and authorization rules.

The selected department is validated against user access permissions and backend configurations, enabling secure and accurate Incident (IM) and Service Request (SR) operations across multiple departments.

To view Department selection while creating a Incident or SR, perform the following steps:

  1. Log in to the Application as an user.

  2. Prompt with query such as “Create an Incident - Laptop not working”.

  3. AIW prompts users to select a department such as IT, HR, Finance, etc., before creating an Incident or Service Request.


    Figure: Department Selection Prompt

    The selected department is retained throughout the active conversation to ensure accurate ticket routing and context-aware interactions. Department selection is mandatory and ticket creation cannot proceed without choosing a valid department.

  4. Select the required Department.

    Figure: Department Selection

  5. Type in Yes. An Incident is created with Incident ID.

    Figure: Incident Creation

Note

AIW ensures that users can view and manage only the tickets, requests, and assets associated with departments they are authorized to access. Unauthorized department data is hidden to maintain secure and controlled access.

To improve search accuracy and ensure users receive the most relevant Service Request (SR) catalog results, the AIW now explicitly asks users to confirm or specify the department before searching SR catalogs when the department is not already known. This additional confirmation helps narrow the search scope, reduces irrelevant results, and guides users to the appropriate service catalog more efficiently, resulting in a more accurate and streamlined request creation experience.

To view Department selection for SR Catalog Search, perform the following steps:

  1. Log in to the Application.

  2. Prompt with query such as “I need VPN access”.

  3. AIW prompts users to select a department such as IT, HR, Finance, etc., before creating an Incident or Service Request.

    Figure: Department Selection

  4. Once the user selects the required Department, it provides the list of available SR catalogs.

    Figure: SR Catalogs selection

  5. AIW asks for reconfirmation after presenting the relevant SR catalog option.

    Figure: Required Information questions

  6. Once the user submits the required information, AIW saves the provided details and creates the Service Request (SR).

No matching SR Catalog

This enhancement addresses Service request flow by handling cases where no matching Service Request (SR) catalog is found. Instead of leaving the user in ambiguous state, the system proactively suggests creating an incident and guides the user through the process.

When a user raises a request and selects a department (example: IT, HR) if the system fails to find a relevant SR catalog then the bot performs the following:

  1. Notifies the user that no matching SR catalog is available.

  2. Suggests alternative actions:

    • Rephrase the request (retry search)

    • Proceed with incident creation

To view this functionality, perform the following steps:

  1. Log in the application.

  2. Enter prompt to create a request. Bot displays the options based on your prompt.
    If the selected option doesn’t match the service request catalog, the AIW bot gracefully declines the request with a message similar to below:

    “I couldn't find a matching service request catalog for your request. You can try rephrasing your request with different search keywords and I’ll search again.


    Alternatively, if you'd like to report this as an incident, describe the issue you're facing and mention that you'd like to create an incident. I'll then help you through the incident creation process.”


    Figure: Catalog missing

Single Department Auto-Selection (IM and SR)

This enhancement optimizes the user experience by eliminating unnecessary prompts when only one department is available for a given flow (Incident Management or Service Request). Instead of asking the user to choose from a single option, the system automatically selects the department and proceeds with the workflow.

When the system determines that only one department is available for:

  • Incident Management (IM), or

  • Service Request (SR)

AIW bot performs the following:

  • Automatically selects the department

  • Skips the department selection prompt

  • Continues the workflow seamlessly

User: My outlooks is not working, create a ticket.
Bot: Ready to create ticket dept: IT, shall i proceed (yes/no)?
User: Yes
Bot: creates the Incident.

Figure: Single department incident creation