Status Flow of Tickets

Owned by Enterprise IT
Jun 18, 2024

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
  • Status of tickets based on the date range

 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.


    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).

The Digital Agent will display the ticket cards along with the Approver name only if the status of the ticket is ‘Pending for Approval’. If the status of the tickets is anything else other than ‘Pending for Approval’ then the Approver name will not be displayed in the ticket cards.

A sample screenshot is shown below:

Figure: Ticket details with Approver name

When an end user provides an input to the Digital Agent to know the status of the tickets, the Digital Agent will display the ticket cards with the resolution time, if the tickets are resolved. 

A sample screenshot is shown below:

Figure: Resolution time in ticket card

In case the tickets are not yet resolved, then the ticket card will not have the resolution time field. 

Following figure shows a ticket card of a ticket that is not yet resolved, and the ticket card does not have the resolution time field:

Figure: Ticket card with no resolution time field 

The tickets which have the status as ‘Closed’ or ‘Cancelled’ will not have the resolution time. 

Below is a sample screenshot:

Figure: Cancelled ticket card

  • Status of tickets based on the date range
    If the end user wants to know the status of the tickets in a particular time range, then the Digital Agent will extract the date and time entity from the user utterances to display the list of tickets. The end user wants to know the status of the tickets logged in between last week and today and provides the same input to the Digital Agent.

    A sample screenshot is shown below:


    Figure: Status of tickets logged in a time range

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.

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.

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

For Example: The end-user is looking for all the open tickets. To achieve this, the end-user types in the utterance such as “status of open tickets”. Accordingly, it displays the all the tickets containing the word “outlook”. A sample screenshot is shown below:

Figure: Ticket Status - Filter

  • Search Text – Digital Agent will trigger the response based on the keyword entered by the end-user in the utterance. It allows you to filter the tickets containing a specific phrase or a word.

For Example: The end-user is looking for all the tickets that contains the word “outlook”. To achieve this, the end-user types in the utterance such as “status of tickets for outlook”. Accordingly, it displays the all the tickets containing the word “outlook”. A sample screenshot is shown below:

           Figure: Search Text - Filter


Show More

This option is visible for a list of tickets or incidents or SRs if the count is more than the configured variable n. Then the Digital Agent displays the n tickets at once. Also, the number of iterations to display the tickets is also configurable.

Example:

Consider n = 5, where n = number of tickets that should be displayed at once
                 x = 3, where x = number of iterations for which the tickets are getting displayed

In the above scenario, 5 tickets will be displayed at once and for 3 iterations.

The 5th ticket display has Show More option to see the next 5 more tickets (if any). A sample screenshot is shown below:

Figure: Status of all tickets – Show More

On the 3rd iteration, the last 15th ticket displays the following options, if the list of tickets has more than 15 entries.

The end-user has the provision to view all the tickets if it does not get accommodated in the displayed list using Show All Incidents on Web and Show All SRs on Web options.

Figure: Digital Agent – Last Iteration

  • Show All Incidents on Web – Displays the list of all incidents on the application on Incident list page.
  • Show All SRs on Web - Displays the list of all SRs on the application on Request list page.