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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 - Show Incident Details for Logged in User

Earlier we have talked about many use cases where user create or view DWP requests  from Chatbot UI. What if there is no DWP? Can Chatbot user view their incidents which are created in ITSM ? This use case talks about viewing Incident details created in ITSM, without DWP involvement. 

This is how final output will look like in the Chatbot UI with this example. This starter kit example is targeted to display Incident status. 

IncidentDetails_output.PNG


Here you see output containing Incident Number, Status and Summary of the incident which are raised by the logged in user. As a part of starter kit we have pulled incidents which are in Assigned, In Progress and Resolved. 

There are couple of approaches to pull details from ITSM form.

  1. Using Web API process action
  2. By configuring AR System Data Source. 

For this use case we have chosen the later approach. Lets see how we implemented the use case.



 

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BMC Helix Chatbot 20.08