Work with Service Assistant for IT Incident Resolution

Summarize the Incident

The Service Assistant automatically summarizes new incidents, giving fulfillers a quick overview. Fulfillers read this summary in the Service Assistant component and provide feedback to rate its helpfulness.

Draft a Service Plan

Generate a step-by-step service plan to resolve an incident. The service plan organizes steps into logical stages, such as Gather Information, Work the Incident, and Resolve the Incident. This organization gives you clear guidance to execute each task and mark it as complete. Your progress is automatically saved. Collaborate with the team on incidents and regularly synchronize the plan to make sure all fulfillers see the latest progress and stay aligned.

Redraft a Service Plan

Redraft a service plan when new critical information is added to an incident before any steps are marked as complete. Initiate a redraft to receive a revised plan based on the latest incident details. You can't access the previous version of the plan after a new plan is generated.

Close a Service Plan

Close a service plan after completing all the steps. The closed plan becomes a read-only record. After closing the plan, provide feedback to rate its accuracy and helpfulness. Closing a plan doesn’t close the incident. Conversely, closing an incident doesn’t close the plan.

Reopen the Closed Service Plan

Reopen a closed service plan to make it editable. Reopening a service plan allows your team to add new steps, make changes, or continue working on the plan if the incident requires further action.

Manage Service Plan Errors and Notifications

• If the Service Assistant agent is deactivated in Setup, an error message prevents fulfillers from drafting or revising plans.
• If the incident is closed while a service plan is in progress, the fulfillers receive a notification that the incident is closed. The service plan remains in an active state on the incident.