Rapid Helpdesk providers

While setting up the Bold360 Rapid Helpdesk, use the data in these tables to add all the required providers.

See this article for instructions on how to add providers.

Create Incident provider

  • Copy code to Get Entities Code tab from create-incident.get.js.
  • Copy code to Detect Entities Code tab from create-incident.detect.js.
Note: When adding the entities, make sure you use the names and dependencies as specified in the table below. You can change the text that goes into the Dialog prompt for this entity field.
Table 1. Supported Entities tab
Name Dependencies Dialog prompt for this entity
CREATE_INCIDENT_MESSAGE CREATE_INCIDENT_SHORT_DESCRIPTION, CREATE_INCIDENT_DESCRIPTION, SN_USER_ID Sorry! Looks like there was an error creating your incident. Please try again.
CREATE_INCIDENT_SHORT_DESCRIPTION   Please provide a <b>short description</b> for the incident.
CREATE_INCIDENT_DESCRIPTION CREATE_INCIDENT_SHORT_DESCRIPTION Thank you! Please provide additional details so we can fill out the long <b>description</b> for the incident.
SN_USER_ID SN_USER_EMAIL Sorry! Looks like there was an error creating your incident. Please try again.

Get Open Incident provider

  • Copy code to Get Entities Code tab from get-open-incidents.get.js.
  • No code to copy to Detect Entities Code tab.
Note: When adding the entities, make sure you use the names and dependencies as specified in the table below. You can change the text that goes into the Dialog prompt for this entity field.
Table 2. Supported Entities tab
Name Dependencies Dialog prompt for this entity
OPEN_INCIDENTS SN_USER_EMAIL Sorry! Looks like there was an error requesting your incidents. Please try again.
OPEN_INCIDENTS_MESSAGE SN_USER_EMAIL Sorry! Looks like there was an error requesting your incidents. Please try again.

Get Incident provider

  • Copy code to Get Entities Code tab from get-incident.get.js.
  • Copy code to Detect Entities Code tab from get-incident.detect.js.
Note: When adding the entities, make sure you use the names and dependencies as specified in the table below. You can change the text that goes into the Dialog prompt for this entity field.
Table 3. Supported Entities tab
Name Dependencies Dialog prompt for this entity
INCIDENT SN_USER_EMAIL, INCIDENT_QUERY What is your incident number?
INCIDENT_MESSAGE SN_USER_EMAIL, INCIDENT_QUERY What is your incident number?
INCIDENT_QUERY   Sorry! Looks like there was an error requesting your incident. Please try again.

Update Incident provider

  • Copy code to Get Entities Code tab from update-incident.get.js.
  • Copy code to Detect Entities Code tab from update-incident.detect.js.
Note: When adding the entities, make sure you use the names and dependencies as specified in the table below. You can change the text that goes into the Dialog prompt for this entity field.
Table 4. Supported Entities tab
Name Dependencies Dialog prompt for this entity
UPDATE_INCIDENT_MESSAGE UPDATE_INCIDENT_COMMENT Sorry! Looks like there was an error updating your incident. Please try again.
UPDATE_INCIDENT_COMMENT   Please type the comment you would like me to add to your existing incident. You can add as much detail as you would like!

What's Next? Add phrasings to the articles that were created during the ServiceNow integration.