Description:
Artey currently presents colleagues with an option to reopen a previously submitted ServiceNow Requested Item (RITM) during conversational interactions. However, the underlying integration does not support reopening requested items, resulting in a poor user experience where users are offered an action that ultimately cannot be completed.
As a result, colleagues may attempt to reopen requests through Artey only to encounter an error or unsuccessful outcome, creating confusion and reducing confidence in the assistant.
Requested Enhancement:
Update the Moveworks ServiceNow request management experience to validate whether a request type supports reopening before presenting the option to the user.
If reopening is not supported for a given record type (such as RITMs), Moveworks should:
- Suppress the "Reopen Issue" action entirely for Requested Items, or
- Display a clear message indicating that reopening is not supported and provide alternative guidance, such as submitting a new request or contacting the appropriate support team.
Business Impact:
- Eliminates misleading action prompts within Artey.
- Reduces colleague confusion and failed interactions.
- Improves trust in the assistant by only presenting supported actions.
- Decreases unnecessary support inquiries related to request reopening failures.
Current Behavior:
Artey offers users the ability to reopen a requested item (RITM), even though the action is not supported by the underlying process.
Expected Behavior:
Artey should only present a "Reopen Issue" option when the associated record type and workflow support reopening. Unsupported request types should not display the option.
Acceptance Criteria:
- Moveworks validates reopen capabilities before displaying the action to users.
- RITMs that cannot be reopened do not display a "Reopen Request" option.
- Users receive clear guidance when reopening is unavailable.
- No failed reopen attempts occur for unsupported request types due to a presented Moveworks action.