Status Flow of Tickets

The Digital Agent provides you with the flexibility to find out the status of the logged-in tickets. Easily track the status of your tickets without much hassle.

The Digital Agent displays the status of tickets with the following options for a logged-in user:

• Status of All Tickets (Incidents and SRs)

• Status of all SRs

• Status of all Incidents

• Status of only an Incident

• Status of only an SR

 The above status are mentioned in details below:

• Status of All Tickets
  
  Digital Agent displays the status of all Incidents and Requests raised by the logged-in user. Navigate to the left and right of the list of tickets using the left arrow and right arrow. Type in the utterance such as Status of Tickets in the web chat window. It displays the status accordingly. A sample screenshot is shown below:
  
  

  
  Figure: Digital Agent – Status of all tickets
  
  

• Status of All Service Requests (SRs)
  
  Digital Agent displays the status of all Service Requests (SRs) raised by the logged-in user. If the user specifically mentions Service Request (SR), it displays only the SR or SRs. Type in the utterance such as Show my SR. It displays the status accordingly. A sample screenshot is shown below:
  
  

  
  Figure: Status of all Service Requests (SRs)
  
  

• Status of All Incidents
  Digital Agent displays the status of all the incidents raised by the logged-in user. Type in the utterance such as Status of Inc. Digital Agent displays the status of all incidents.
  
  

  
  Figure: Status of All Incidents
  
  
  

• Status of an Incident
  Digital Agent displays the status of a specific incident raised by the logged-in user. Type in the utterance such as Status of Inc <incident ID>. Digital Agent displays the status of this specific incident. A sample screenshot is shown below:
  
  

  
  Figure: Status of an Incident
  
  

• Status of a Service Request
  Digital Agent displays the status of a specific incident raised by the logged-in user. Type in the utterance such as Status of SR <SR ID>. Digital Agent displays the status of this specific SR. A sample screenshot is shown below:
  
  

  
  Figure: Status of an SR

Digital Agent displays the following error message if an SR ID or Incident ID is incorrect.

Open

Figure: Error Message – Invalid SR ID or Incident ID 

You can perform the direct actions on the tickets such as update, escalate, remind, cancel or reopen. For more information on the various actions, refer to Integrating Web Chat with Digital Agent - Working Space Digital Agent - Technical Documentation (symphonysummitai.com).

Select Ticket (This option is removed now)

To display any specific ticket, click Select Ticket. This option is visible for a list of tickets or incidents or SRs.

Open

Figure: Select Ticket

Once Select Ticket is selected, it displays the ticket along with ticket details such as ticket ID, Status of the ticket, ticket description, logged on time and action.

Open

Figure: Select Ticket

Filters

Filters are a great way to tailor the Digital Agent responds to the user’s input.

Digital Agent will have configurable filters in the backend and accordingly the response will be displayed. The primary purpose of the filter is to enable the end-user to decide on the type of responses expected from Digital Agent.

For Example: The end-user wants Digital Agent to display only the tickets with a specific status type such as Open. In this case, end-user can type the utterance such as Status of Open Tickets to get the desired result.

Available filters for Digital Agent are as follows:

• Ticket Number - Digital Agent will trigger the response based on the ticket number. The ticket number can be an incident ID or an SR ID. The end-user may filter the Digital Agent responses based on the specific ticket number to get the specific details.
  
  For Example: The end-user wants Digital Agent to display only the incidents logged. In this case, end-user can type the utterance such as “Status of Inc” Tickets to get the desired result. A sample screenshot is shown below:
  
  

  
  Figure: Filter – Ticket Status
  
  

• Ticket Type - Digital Agent will trigger the response based on the ticket type. The ticket type might be an Incident or a Service Request. The end-user may filter the Digital Agent responses based on the type of ticket.
  
  For Example: The end-user wants Digital Agent to display only the incidents logged. In this case, end-user can type the utterance such as “Status of Inc” Tickets to get the desired result. A sample screenshot is shown below:
  
  

  
  Figure: Filter – Ticket Type
  
  

• Ticket Status - Digital Agent will trigger the response based on the ticket status which helps to trigger the most relevant and useful responses. The end-user may filter the Digital Agent responses based on the following ticket’s status which are configured in the backend.

  • New

  • In-progress

  • Resolved

  • Closed

  • Cancelled

  • Pending

  • Reopen

  • Assigned

  • Pending for Approval

  • Rejected