Note

 

This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Launching the chatbot window

If the Chatbot feature is enabled for the clients, they can access chatbot from Remedyforce Self Service 3.0.

To launch the chatbot window from Self Service 3.0, click Remedyforce Chat in the bottom-right side of the window.

The following image shows the chatbot window in Self Service 3.0.

Service request statuses

The request "Show my request’ fetches a list of service requests with status OPENED, but if the same service request is viewed in the chatbot window, the statuses might be different as defined in IBM Watson. The following table lists the chatbot statuses and their equivalents in Remedyforce. Note that statuses that are not specified in the following list will appear as unknown in the chatbot.

Chatbot statusRemedyforce equivalent
Pending

PENDING

Waiting Approval

APPROVAL REQUESTED,

PENDING APPROVAL

In Progress

IN PROGRESS

CompletedCOMPLETED
RejectedREJECTED
CancelledCANCELLED
ClosedCLOSED
ApprovedAPPROVED
DraftDRAFT
SubmittedCan be matched to: OPENED

Related topic

Integrating Remedyforce with BMC Helix Chatbot

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