Use case - Wifi access request
This service is used for one of the following requests:
- Get Wifi access for yourself
- Get Wifi access for a guest
- Report an issue with Wifi
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 will need to get the following information, for each of the three different requests we are handling:
For the first request "Request Wifi Access for me" we will need to the following information:
- The location or site where the user will need WiFi access
- When they need to the Wifi Access and for how long
The fulfillment of this request will be handled by using a Work Order with the Requester's Manager Approval.
For the second request "Request Wifi Access for a guest" we will need to the following information:
- The name of the person(s) or Company the guest WiFi is for
- The number of connections needed
- The location or site where the guest(s) will need WiFi access
- When they need to the Wifi Access and for how long
The fulfillment of this request will be handled by using a Work Order with the Requester's Manager Approval.
For the third request "Report an issue regarding WiFi" we will need to the following information:
- A brief description of the issue
- The impact of the issue
- When this needs to be resolved
- Incident Type (defaulter to User Service Restoration, note this is a required field on the Incident form)
The fulfillment of this request will be handled by using an Incident.