Service Management Operations

Enterprise ITs' Copilot enables users to efficiently manage Service Requests or Incidents by allowing them to log new tickets, update, escalate, or enquire about existing ones. Using Natural Language Processing, Copilot understands user commands and inputs, automating the creation and modification of tickets.

You can escalate critical tickets to higher support levels and set reminders for follow-ups. This will ensure timely resolution and streamlined service management. This capability enhances user experience and operational efficiency by reducing manual effort and speeding up response times.

Applicable Channels: Web, MS Teams

Create Service Request

You can log Service Requests for any issue that you are facing through Copilot in just a few clicks. Once you provide the input to Copilot, it displays related Knowledge Articles for self help. It also displays the related Service Catalogs. Once you select the Service Catalog, Copilot asks to provide necessary information to create a Service Request.

To create a Service Request, perform the following steps:

1. Click Copilot icon on the bottom right corner of the screen. Refer the below screenshot:
   Figure: Copilot icon
2. A chat window opens up. Provide input in the chat window about the issue that you are facing and want to create a Service Request for the same. For example, 'log a Service Request for VPN issue'.
3. Copilot asks to provide details regarding the issue:Figure: Create Service Request
4. Once you provide all the required information, Copilot will log a Service Request. It displays a message for the same along with a link that redirects to the Service Request details page. Refer the below sample screenshot:
   Figure: SR created

Create Incident

Easily log Incidents by describing your issue to Copilot. It will automatically create a ticket, categorize the incident, and direct it to the appropriate support team for swift resolution.

Once you provide an input to create an Incident, Copilot searches and displays relevant Knowledge Articles for self help. If you find the Knowledge Article helpful, the Copilot displays a friendly greeting. If you don't find the Knowledge Article helpful, Copilot will proceed with creating an Incident.

To log an Incident through Copilot, perform the following steps:

1. Click Copilot icon on the bottom right corner of the screen. Refer the below screenshot:
   Figure: Copilot icon
2. A chat window opens up. Provide input in the chat window about the issue that you are facing and want to create a Incident for the same. For example, 'Outlook is not working'.
3. Copilot displays Knowledge Articles along with steps related to the issue being reported by you.Figure: Knowledge Article steps
4. If you find the Knowledge Articles helpful in resolving the issue you are facing, provide the input 'Yes' to Copilot.
5. If you do not find the Knowledge Articles helpful, then provide the input 'No' to Copilot and proceed with logging an Incident.Figure: Incident created
   
   Copilot displays a success message for the Incident created along with a link that redirects to the Incident record page.

Service Request Enquiries

You can easily check the status of logged Service Requests through Copilot. It provides real-time updates and detailed information about the Service Requests, ensuring you stay informed on their progress.

To enquire about Service Requests, perform the following steps:

1. Click Copilot icon. The chat window opens up.
   
2. Provide input to Copilot for enquiring about logged in Service Requests. Copilot displays the responses relevant to the provided input. For example;
   
   User input: 'How many Service Requests have I raised so far?'
   Copilot response:
   Figure: SR enquiries
   
   User input: 'Give me details about SR00**80'.
   Copilot response:
   Figure: SR enquiries - Copilot response

Incident Enquiries

Enquire about the logged Incidents easily through Copilot. It provides real-time updates and detailed information about the Incidents, ensuring you stay informed on their progress.

To enquire about Incidents, perform the following steps:

1. Click Copilot icon. The chat window opens up.
   
2. Provide input to Copilot for enquiring about logged in Incidents. Copilot displays the responses relevant to the provided input. For example;
   
   User input: 'How many Incidents have I raised so far?'
   Copilot response:
   Figure: Incident enquiries
   
   User input: 'Give me more details about INC00**9'
   Copilot response:
   Figure: Incident enquiries
   

Update Service Request (SR)

With Copilot, you can easily update SRs, set reminders, and escalate SRs by simply providing the necessary instructions. Copilot interprets your inputs, command, and automates these actions, ensuring efficient and timely management of your SRs.

To update, remind, escalate, or perform other actions on SRs through Copilot, perform the following steps:

1. Click Copilot icon. The chat window opens up.
   
2. Provide input to Copilot for enquiring about logged in SRs. Copilot displays the responses relevant to the provided input. For example;
   
   User input: 'Can you update Service Request SR0**380 for me as I have urgent work'
   Copilot response:
   Figure: Update SR

Update Incident

With Copilot, you can easily update Incidents, set reminders, and escalate Incidents by simply providing the necessary instructions. Copilot interprets your inputs, command, and automates these actions, ensuring efficient and timely resolution of your Incidents.

To update, remind, escalate, or perform other actions on Incidents through Copilot, perform the following steps:

1. Click Copilot icon. The chat window opens up.
   
2. Provide input to Copilot for enquiring about logged in Incidents. Copilot displays the responses relevant to the provided input. For example;
   
   User input: 'Can you update INC005** for me as I need urgent help'
   Copilot response:
   Figure: Update Incident

Show Knowledge Articles

Copilot displays Knowledge Articles by identifying the issue the end user is experiencing when they want to log a Service Request. As the user describes their problem, Copilot analyzes the input and retrieves relevant Knowledge Articles from the database. These articles provide helpful information and potential solutions related to the user's issue, offering immediate assistance and possibly resolving the problem without needing to log a ticket. This feature enhances user self-service and reduces the workload on support teams.

To view Knowledge Articles, perform the following steps:

1. Click Copilot icon on the bottom right corner of the screen. A chat window opens up.
2. Provide input in the chat window about the issue that you are facing and want to create a Service Request or create an Incident for the same. For example, 'log a Service Request for VPN issue'.
3. Copilot displays all the relevant Knowledge Articles. Refer the below sample screenshot:
   Figure: Knowledge Articles

Approve Ticket(s)

User Persona: Approver

Using the Copilot, you can easily retrieve a list of all pending tickets (Incidents, Service Requests, Change Requests, Problem Records), complete with details such as ticket number and category. You can then review and approve these tickets directly through the Copilot interface, streamlining the process and saving time.

Get list of tickets awaiting approvals

You can get a list of all tickets through the Copilot which are awaiting. The Copilot will provide details such as ticket numbers and their categories. Click on the respective ticket number to to view complete details of the ticket in a new tab. If you want to view the list of tickets from a particular module like change management or problem management, then you need to provide the correct input. Refer the below examples for further details.

To get the list of pending approvals, perform the following steps:

1. Click Copilot icon. The chat window opens up.
2. Provide input to Copilot for enquiring about the tickets which are awaiting approvals. Copilot displays the responses relevant to the provided input. For example;
   User input: 'Can you get me all the tickets that are pending approval?'
   Copilot response:Figure: SR list - pending approval
   
   User input: 'change requests for approval', 'list of change request tickets pending for approval'.
   Copilot response:
   Figure: Change Requests - pending approval
   
   User input: 'Problem records for approval', 'get me list of problem records pending for approval'
   Copilot response:
   Problem Records - pending approval
   
   Copilot displays the list of all tickets which are pending for your approval. The tickets list includes details like ticket number and category.

Approve Ticket(s)

Using the Copilot, you can approve Service Requests, Incidents, Change Requests, Problem Records by simply reviewing the details and confirming your approval with a click or a command. This streamlines the approval process and ensures timely action.

To approve ticket(s) through Copilot, perform the following steps:

1. Click Copilot icon. The chat window opens up.
2. Provide input to Copilot to get details about any ticket or tickets which you want to approve. Copilot displays the responses relevant to the provided input. It may ask for a confirmation. Once you provide the confirmation, Copilot approves the ticket and displays a success message. For example;
   
   Approve Service Request(s)
   
   User input: 'Can you approve (ticket number)?' or 'Approve (ticket number)'
   Copilot response:
   Figure: SR approved
   
   Approve Change Request(s)
   
   User input: 'Approve (CR0xxxx96)', 'Approve change request (ticket number)'
   Copilot response: 
   

   Figure: Change Request approved
   
   Approve Problem Record(s)
   
   User input: 'Approve PR00xxxx8'
   Copilot response:
   Figure: Problem Record approved

   
   Copilot approves the ticket and displays a success message along with a link that takes to the ticket details page.