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Troubleshooting generic service request issue

This topic describes how to resolve issues that you might encounter while raising a generic request with any generic service, while using BMC Helix Virtual Agent.

When a user raises a generic request, such as raising a general ticket through BMC Helix Virtual Agent, the submitted request is not available in BMC Helix Digital Workplace Advanced. 

Issue Symptoms

In an organization a user wants to submit a generic request or service through BMC Helix Virtual Agent. The user interacts with BMC Helix Virtual Agent and types some generic intents. BMC Helix Virtual Agent then routes the request to an appropriate support queue in BMC Helix Digital Workplace Advanced. However, in this use case, the submitted request is not found in BMC Helix Digital Workplace Advanced, and the administrator cannot assign it to a support agent.

Resolution

 The administrator can use the Publish Chat-enabled Service wizard in the BMC Helix Innovation Studio to import the new generic request or service, and configure it with the IBM Watson Assistant Skill by performing the following steps:

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select BMC Chatbot.
  3. Select Actions > Publish Chat-enabled Service and import the new generic request or service.
    For more information about importing BMC Helix Digital Workplace Advanced service, see Importing chat-enabled services from BMC Helix Digital Workplace Advanced.


  4. Log in to IBM Watson Assistant.
  5. On the Skills tab, select the new generic request or service that is imported to BMC Helix Virtual Agent; for example, Chatbot 10.2.00 (that was recently updated).



  6. From the detailed view, click the Dialog tab.
  7.  Search for the out-of-the-box BMC - Report an Issue dialog node.


  8. Click the Node Options icon on the BMC - Report an Issue dialog node, and click Move.

  9. Go to the end of the dialog node list and select the last dialog node, and click Below node.



    The BMC - Report an Issue dialog node moves to the end of the dialog node list. 


  10. Click the BMC - Report an Issue dialog node, and in the slot, click the Delete icon to delete the $action =="sb_generic_request".
  11. Specify the following condition for the enter Condition setting: false.

  12. Search for the BMC - Generic Request dialog node (the particular generic service) that you published before.
  13. Click the Node Options icon on the BMC - Generic Request dialog node, and click Move.

  14. Go to the BMC - Anything I can help with? dialog node, select it and click Below node.



  15. Search for a relevant dialog node flow that might suggest the user to raise a generic service request; for example, BMC - Search


  16. Expand and click the $responseStatus=="Not Found" child dialog node.
    When you click the $responseStatus=="Not Found" child dialog node, the IBM Watson Assistant response is published.  For example, the following text 'I couldn't find anything related to your issue. Do you want me to file a ticket for you' is part of the published response.


  17. Click @options:yes.
    The IBM Watson Assistant response automatically links to the BMC - Report an Issue (Evaluate responses).



  18. To remove the BMC - Report an Issue (Evaluate responses, click the Delete icon.



  19. Click Jump to, and in the dialog node list, go to the BMC - Generic Request dialog node.


  20. Select the the BMC - Generic Request dialog node (the particular generic service), and click Respond.



    The IBM Watson Assistant response will now link to the BMC - Generic Request (Evaluate responses) or your the particular generic service. 



  21. Launch BMC Helix Virtual Agent and submit a generic request or service.
    The request or service will now be available in BMC Helix Digital Workplace Advanced.




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