Update Incident

The Update Incident via Copilot use case demonstrates how Analysts can efficiently modify existing incident records using SymphonyAI's Copilot. Through natural language interactions, users can add comments, provide additional information, or escalate incidents, ensuring accurate and up-to-date information is maintained.

Goal

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

Scenario

An Analyst realizes that a few details are needed for a previously submitted incident regarding the software app access issue. Analyst uses Copilot to update the incident with the necessary information.

User Personas

Analyst

Solution

Utilize Copilot to update incidents by specifying the incident ID and providing the additional information or modifications needed.

Steps

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

2. In the chat window, type a message requesting for an update.
   For example: "Update INC00674 in the User Communication section Message field to “Work In Progress“ and change the Impact of the Incident to Medium."
   

   Figure: End User Chat
   

3. Copilot provides the Incident details on the chat and a link to view the details.