Functionality & Process

Question: What happens if I try to raise a ticket that already exists?

Answer: HCL BigFix Service Management has a Smart Duplicate Detection. When you submit a ticket, the system checks whether an open request or incident already exists for the same service and your account. If one is found, you are alerted before the duplicate is created — saving time for both you and the support team.

Question: What can the Conversational Assistant do?

Answer: The Conversational Assistant lets you interact with the service management platform using natural language. Without navigating through menus, you can:

  • Raise and update incidents, service requests, changes, and problems
  • Check and act on pending approvals
  • Search for knowledge articles or ask for help on a topic
  • Look up details about assets and configuration items
  • Browse the service catalog and request services

Everything you do through the assistant is secure and recorded — just as if you had done it through the regular interface.

Question: Is there a central place to find knowledge articles and guides?

Answer: Yes. We have a Knowledge Center — a dedicated hub where you can:

  • Search for articles using keywords or natural language
  • Browse by category (product line, service area, or team)
  • Filter by article type or language
  • Sort results to find the most relevant content quickly

Question: If a support agent raises a ticket on my behalf through a phone call, how is that tracked?

Answer: HCL BigFix Service Management has Interaction Management. All customer communications — whether through phone, chat, or virtual agent — are captured as unified interaction tickets. When an agent creates an incident or service request from that interaction, the context carries over automatically, so you do not need to repeat yourself.

Question: Will I be notified if there is an update to a task assigned to me?

Answer: Yes. External comments added to tasks automatically trigger an email notification to you, and those comments are visually highlighted so they stand out when you next visit the page.

Question: How will I know if I have a survey waiting for me?

Answer: The My Surveys icon in the product header now shows the total count of pending surveys across all ticket types — incidents, service requests, changes, interactions, and problems — in one place. Survey response emails are also emailed to the requester- designed so you can submit your rating and feedback directly from the email, without needing to log into the product.