Provide alert when there is high priroity ticket in Copilot

• Scenario - Suppose any user inform about an outage or application down and the agent has created the Ticket as P3 /p2/p1.

Bot Need to inform user that ticket has been created. In same time BOT will also update the Assignment Group Manager and the agents that a p3/p2 or p1 tickets is under their group.So ticket can be actioned on time.
 

• So, Bot need to understand in which scenario user need to place a request or incident.
• If something is user is trying first time to access or need something for very first time it should be Request not incident.

So, in dump reports we do see that in Issue topic Category when BOT is not able to understand the issue it comes Under the NOT detected Type.

So, BOT need to pick the keywords from the user text and it need to provide the Valide answer

@Amishra2 ,

I’m going to throw out some ideas, mostly to make sure I’m understanding this request, so let me know if this workflow is similar to what you are seeking.

1. User comes to the bot and indicates there is an outage.
2. Bot presents the user an option to file a p3/p2/p1 ticket.
3. User opts to file a p3/p2/p1 ticket.
4. Once submitted, bot triages assignment group for the ticket.
5. Bot delivers a notification to the assignment group manager to alert of the creation of this new p3/p2/p1 ticket.

If the above workflow is correct, then I am sure we can accomplish this today. Is there any aspect I am missing?

Dray