This documentation supports the 20.08 version of BMC Helix Chatbot. To view the documentation for the previous version, select 20.02 from the Product version menu.

Use case - Password reset or unlock request

This service is used to either request a password reset for a specific application or to get an account unlocked for a specific application. Since this is an IT use case the service will get published to the IT Chatbot.
BMC Helix Digital Workplace Catalog (Catalog) implementation details
The two-key aspects of the Catalog implementation here are the Workflow and more importantly the Questionnaire. As we have seen previously, the layout or order of the questions in the Questionnaire, helps to provide answers to some of the questions in the chatbot based on the end user's utterance (or intent, using IBM Watson terminology). Note: Before starting the process workflow we must fully understand the fulfillment use case.
For this use case we need the following information to process the request:

  1. Type of action the user wants to perform, (i.e. password reset vs. unlocking an account)
  2. The application or system the user wants to perform the action against

The fulfillment of this request will be handled by using an Incident.

 

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