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 status | Remedyforce equivalent |
|---|---|
Pending | PENDING |
Waiting Approval | APPROVAL REQUESTED, PENDING APPROVAL |
In Progress | IN PROGRESS |
Completed | COMPLETED |
Rejected | REJECTED |
Cancelled | CANCELLED |
Closed | CLOSED |
Approved | APPROVED |
Draft | DRAFT |
Submitted | Can be matched to: OPENED |