Exercise 4 - Define Innovation Studio Process

In this exercise, you will create the process that will be used by your Chatbot in order to get the Incident data that will be used to be displayed to the user. The starter kit comes with a sample process that you can use as a starting point.  The Get Incident Details will be reviewed below.

From the Process tab of starter kit bundle open the Get Incident Details process. This is the process which will pull Incident details from ITSM using the external record which we created in Exercise 2.  In this process you will observe that the same record action i.e. Get Records By Query, has been applied on the external record ISTM Incidents Data. Similarly you can apply any other Action which is applicable for regular records. Within the properties panel of the process, you will see the Record Definition Name and Query Expression used to pull the data. Click on 'Edit' next to Query expression option to view qualification used to pull Incidents data.
In our example our qualification is , 'pull incident details for current user and Incidents details is Assigned OR In Progress OR Resolved'. You can apply any qualification as per your requirement. 

With the Get Records By Query action output, Incident status will be pulled as an integer value. Next part of the process is to convert that integer value to actual text.

For example , if the status value is 1 then store Status as 'Assigned' in the local variable incidentStatusText. If you click on the Sub-Process action, on right side of the process, you will observe that we have used a Multi Instance Loop to iterate through all Incidents which are pulled by the Get Records By Query action. Compute value actions Assigned Value, In Progress, Resolved Value actions will convert the status integer value to its respective text value. Build Output Response compute value action will build the final response which will be displayed on Chatbot UI. Click on that action in order to see the expression on the right side of the process designer. 
Once this process is ready, test it from Process → Manage Process option. This will confirm the output of your process. Once that is done, you can then move to IBM Watson Assistant to configure the dialogs.