Update Service Request

The Update Service Request via Copilot use case illustrates how Analysts can modify existing service requests using Copilot. Users can add comments, provide additional information, or escalate requests, ensuring accurate and up-to-date information is maintained.

Goal

Enable Analysts to update existing service requests efficiently through Copilot, ensuring accurate information and facilitating timely resolution.

Scenario

An Analyst receives a requirement to update a specific SR with a few details that was previously created by the End User regarding VPN access. Analyst uses Copilot to update the request with the necessary information.

User Persona

Analyst

Solution

Utilize Copilot to update service requests by specifying the request ID and providing the additional information or modifications needed.

Steps

1. Click the Copilot icon located at the Top Panel of the screen.
   

2. In the chat window, type a message indicating the desire to update a service request.
   For example: "Update SR SR000069 with High Priority".
   

   Figure: Analyst Chat with Copilot

3. Copilot may prompt for specific details required to process the update. Provide the necessary information.
   

4. Copilot confirms that the service request has been successfully updated and provides a link to the updated request details page.