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jctang
Known Participant
May 2, 2024
8.0 Possible Agent Studio Solution

Fulfiller Persona Ticket Support

  • May 2, 2024
  • 4 replies
  • 45 views

Is there any plan to allow Moveworks to assist ticket fulfillers more? We are using ServiceNow as our ticketing system and here are some use cases: 
 

I am a fullfilper and … through slack/bot

  1. I want to close a ticket from
  2. I want to add a comment to a ticket
  3. I want to change the status of a ticket 
  4. I want to see open tickets assigned to me

I know that there is a ServiceNow supported bot that can handle fulfiller management. Would this be something we have to go through Creator Studio and take advantage of the web hooks? Or is there something on the roadmap for Moveworks to also use your bot that will focus on the fulfiller experience/persona in the future? 

      4 replies

      jgo
      jgo
      Employee
      May 2, 2024

      The first two use cases for closing a ticket and adding a comment to a ticket are supported but as you have probably noticed, restricted to tickets where you are the requester/caller.  This is due to the default ticket permissions that Moveworks has implemented: end users are expected to only see their issues out of privacy.

      This can be changed so that all or a subset of users can see any ticket.  However, please note that this is done a user basis, not a user + domain/system basis.  So if there are any legal or HR-like tickets, it would likely not make sense to share that information across the board.

       

      As for the second two use cases for changing status and seeing tickets that are assigned to you, these are potential Creator Studio use cases.  Moveworks was designed with end users in mind but this admittedly wouldn’t be the first time we’ve been asked around agent-facing workflows.  In practice, we haven’t received any strong signal that agents prefer to manage their tickets in Chat vs. the ITSM system that they’re accustomed to with a much wider range of control.

      All that said, if this sounds appealing for your use case, I encourage you to pursue it!  Neither sounds like it should be particularly challenging to produce.

        dluckadoo
        dluckadoo
        Employee
        May 13, 2024
        1. New→8.0 Possible Creator Studio Solution
        Dray
          DIANA.TWC
          DIANA.TWC
          Inspiring
          June 5, 2024

          Hi @jgo - would that change allow agents to search tickets of any person just by providing their name? In our use case, the agents would ask the bot to fetch all associated tickets of a specific person by providing their name or email. This would include INC, REQ, RITMs, etc.

          jgo
          jgo
          Employee
          June 5, 2024

          Searching tickets for any person where the input is their name/email would be a custom Creator Studio use case.

           

          The permissions I’m referring to would open one scenario where I could now ask the bot for updates to INC-12345 even if I wasn’t the one who opened the ticket.  I would need provide the explicit ticket ID.

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