Status Flow of Tickets

Check status of tickets in just a few clicks with Digital Agent! 

Digital Agent provides the flexibility to find out the status of the logged-in Service Requests (SRs) and Incidents. Easily track the status of the SRs without much hassle.

The Digital Agent displays the status of tickets with the following options for a logged-in user:

1. Status of All Tickets (Incidents and SRs)
2. Status of all SRs
3. Status of all Incidents
4. Status of only an Incident
5. Status of only a SR

1. Status of All Tickets

Digital Agent displays the status of all Incidents and Requests raised by the logged-in user. Navigate to the left and right of the list of tickets using the left arrow and right arrow. Type in the utterance such as Status of Tickets in the web chat window. It displays the status accordingly. A sample screenshot is shown below:

Figure: Digital Agent – Status of all tickets

2. Status of All Service Requests (SRs)

Digital Agent displays the status of all Service Requests (SRs) raised by the logged-in user. If the user specifically mentions Service Request (SR), it displays only the SR or SRs. Type in the utterance such as Show my SR. It displays the status accordingly. A sample screenshot is shown below:

Figure: Status of all Service Requests (SRs)

3. Status of All Incidents

Digital Agent displays the status of all the incidents raised by the logged-in user. Type in the utterance such as status of incidents. Digital Agent displays the status of all incidents.

Figure: Status of All Incidents

4. Status of An Incident

Digital Agent displays the status of a specific incident raised by the logged-in user. Type in the utterance such as Status of Inc <incident ID>. Digital Agent displays the status of this specific incident. A sample screenshot is shown below:

Figure: Status of an Incident

5. Status of A Service Request

Digital Agent displays the status of a specific incident raised by the logged-in user. Type in the utterance such as Status of SR <SR ID>. Digital Agent displays the status of this specific SR. A sample screenshot is shown below:

Figure: Status of an SR

Digital Agent displays the following error message if an SR ID or Incident ID is incorrect.

Figure: Error Message - incorrect ticket ID

You can perform the direct actions on the tickets such as update, escalate, or remind.