IM Rules - Transforming and streamlining the complete process of incident logging with Digital Agent.

Overview

When an end user starts conversing with the Digital Agent and provides input, the Digital Agent provides the resolution in the form of Knowledge Articles. If these Knowledge Articles are not helpful for the end user, then, in this case, the Digital Agent will prompt IM rules to the end user before allowing the end user to log an incident.

Figure: IM Rules in Digital Agent

What are IM Rules?

IM Rules have the information about the issue which is automatically created while logging an incident. The Digital Agent iterates the IM Rules to the end user, in case the end user is trying to log an incident and does not find the Knowledge Articles helpful.

The IM Rules help the end users in logging an incident by providing detailed and precise information on the issues that they are facing.

Configuring IM Rules

The IM Rules are configurable, and you can create new IM Rules.

Following are the steps to create new IM Rules in Digital Agent:

Go to Incident > Others > Rule.
Select a department.
Click ‘Add New’ to create a new IM Rule. (Refer to below screenshot)

Figure: Create new IM Rule

Prerequisites for Incident Logging through IM Rules

Before creating an incident through the IM Rules, the Digital Agent checks the following conditions:

If an IM Rule does not have a description, then the Digital Agent will ask the end user to provide a description.
The Digital Agent asks the end user to provide details only for the mandatory attributes while logging an incident. Suppose the end user selects an IM Rule that has no mandatory attributes. In that case, the Digital Agent will automatically create an incident with the symptoms and description.
The Digital Agent only displays the control supported fields while logging an INC through the IM Rule. The control supported fields are - dropdown, multidropdown, text, number, email, date, price, radio, paragraph, website, labeltext, user search, checkbox. Suppose the end user selects an IM Rule (in this case - Webex is not working) that has an unsupported field. Then, in that case, the Digital Agent will prompt the end user to log an incident (refer below screenshot).

Figure: IM Rule with unsupported control fields

Logging an Incident through IM Rules

Digital Agent identifies the input the end users provide to log an incident and triggers the appropriate flow. If the end user does not find the response given by the Digital Agent helpful, then the end user can use the IM Rules to log an incident.

The following steps describe how the Digital Agent prompts IM Rules to the end users and help them in logging in an incident:

As the end user provides an input of ‘outlook not working’ to the Digital Agent, then the Digital Agent displays the Knowledge Articles to the end user. Next, the Digital Agent asks the end user whether or not the end user wants to log an incident. IM rules related to the 'outlook not working' scenario.

Figure: Digital Agent Knowledge Articles
As the end user selects the option to log an incident, the Digital Agent displays the IM Rules to the end user.

Figure: Digital Agent IM Rules
The end user selects the option 'outlook is crashing' from the IM rules.
The Digital Agent then prompts the message to the end user to provide attributes regarding the selected IM Rule.

Figure: IM Rule attributes
Once the end user selects ‘Yes’, the Digital Agent will prompt the user to select and provide information for different attributes.

Figure: IM Rule attribute details

Figure: End user provides attribute details
As the end user fills in the details of the manager’s name, the Digital Agent will identify the manager’s name and fetches the data related to the particular manager’s name.
The Digital Agent prompts the end user to provide the email address and full name of the manager. The end user provides the required information.
When an end user is trying to log an Incident or Service Request, the Digital Agent asks the end user to provide the date of issue for the Incident or Service Request along with other control fields like Upload File, Software Version. When the Digital Agent prompts to provide the Date of Issue, then the end user is required to provide the date in a certain format only. However, providing the time details is optional.

Figure: Date field with time stamp
Note: If the end user does not provide the date of issue in the correct format, then the Digital Agent reiterates three times. If the end user fails to provide the date of issue correctly with time stamp, then the ticket would be cancelled.
After the end user provides all the details, an incident is created.

Figure: INC created through IM Rule

Attributes Limit in IM Rules

The Digital Agent will create an incident through IM Rule only if the IM Rule that the end user has selected has less than six attributes. If the IM Rule has more than six attributes, the Digital Agent will display a message with a re-direction link to log an incident.

Figure: IM Rule attributes limit