domain.yml

version: '3.0'
session_config:
  session_expiration_time: 0.0
  carry_over_slots_to_new_session: true
intents:
- greet
- goodbye
- bot_challenge
- password_reset
- inform
- thank
- help
- problem_email
- open_incident:
    use_entities: []
- incident_status
- out_of_scope
- restart
- affirm
- deny
- trigger_handoff
- human_handoff
- handoff
entities:
- email
- priority
- handoff_to
slots:
  confirm:
    type: bool
    influence_conversation: false
    mappings:
    - type: from_intent
      intent: affirm
      value: true
      conditions:
      - active_loop: open_incident_form
        requested_slot: confirm
    - type: from_intent
      intent: deny
      value: false
      conditions:
      - active_loop: open_incident_form
        requested_slot: confirm
  previous_email:
    type: text
    influence_conversation: false
    mappings:
    - type: custom
  caller_id:
    type: text
    influence_conversation: false
    mappings:
    - type: custom
  email:
    type: text
    influence_conversation: false
    mappings:
    - type: from_entity
      entity: email
      conditions:
      - active_loop: open_incident_form
        requested_slot: email
      - active_loop: incident_status_form
        requested_slot: email
    - type: from_intent
      intent: affirm
      value: true
      conditions:
      - active_loop: open_incident_form
        requested_slot: email
      - active_loop: incident_status_form
        requested_slot: email
    - type: from_intent
      intent: deny
      value: false
      conditions:
      - active_loop: open_incident_form
        requested_slot: email
      - active_loop: incident_status_form
        requested_slot: email
    - type: from_entity
      entity: email
  incident_title:
    type: text
    influence_conversation: false
    mappings:
    - type: from_trigger_intent
      intent: password_reset
      value: Problem resetting password
      conditions:
      - active_loop: open_incident_form
        requested_slot: incident_title
    - type: from_trigger_intent
      intent: problem_email
      value: Problem with email
      conditions:
      - active_loop: open_incident_form
        requested_slot: incident_title
    - type: from_text
      not_intent:
      - incident_status
      - bot_challenge
      - help
      - affirm
      - deny
      conditions:
      - active_loop: open_incident_form
        requested_slot: incident_title
  priority:
    type: text
    influence_conversation: false
    mappings:
    - type: from_entity
      entity: priority
      conditions:
      - active_loop: open_incident_form
    - type: from_entity
      entity: priority
  problem_description:
    type: text
    influence_conversation: false
    mappings:
    - type: from_text
      not_intent:
      - incident_status
      - bot_challenge
      - help
      - affirm
      - deny
      conditions:
      - active_loop: open_incident_form
        requested_slot: problem_description
  requested_slot:
    type: text
    influence_conversation: false
    mappings:
    - type: custom
  handoff_to:
    type: text
    influence_conversation: false
    mappings:
    - type: from_entity
      entity: handoff_to
responses:
  utter_out_of_scope:
  - text: Sorry, I'm not sure how to respond to that. Type "help" for assistance.
  utter_greet:
  - text: Hallo! I'm your IT Helpdesk Assistant.
  utter_goodbye:
  - text: Goodbye!
  utter_iamabot:
  - text: I am a bot, powered by Rasa.
  utter_ask_email:
  - text: What is your email address?
  utter_ask_incident_title:
  - text: What should we use for the title of this incident?
  utter_ask_problem_description:
  - text: What is the problem description for the issue?
  utter_ask_priority:
  - text: What is the priority of this issue?
    buttons:
    - payload: /inform{"priority":"low"}
      title: low
    - payload: /inform{"priority":"medium"}
      title: medium
    - payload: /inform{"priority":"high"}
      title: high
  utter_no_priority:
  - text: Sorry "{priority}" is not a valid priority. Please try again.
  utter_no_email:
  - text: Sorry, "{email}" isn't in our incident management system. Please try again.
  utter_help:
  - text: "I can help you open a service request ticket, or check the status of your open incidents. \nYou can ask me things like: \n- Open an incident \n- Help me reset my password \n- I'm having a issue with my email \n- What's the status of the ticket I opened?"
  utter_welcome:
  - text: You're welcome!
  utter_default:
  - text: I didn't quite understand that. Could you rephrase?
  utter_ask_use_previous_email:
  - text: Would you like to use the last email address you used, {previous_email}?
  utter_ask_confirm:
  - text: "Should I open an incident with the following details? \n    email: {email} \n    problem description: {problem_description} \n    title: {incident_title} \n    priority: {priority}"
    buttons:
    - title: Yes
      payload: /affirm
    - title: No, cancel the incident
      payload: /deny
  utter_incident_creation_canceled:
  - text: Alright, I have cancelled the incident.
  utter_ask_whatelse:
  - text: What else can I help you with?
  utter_ask_handoff:
  - text: It looks like you want to be transferred to a human agent.
  utter_handoff:
  - text: Alright, I'll try to transfer you.
  utter_wouldve_handed_off:
  - text: If you were talking to me via chatroom, I would have handed you off to {handoffhost}.
  utter_no_handoff:
  - text: Since you haven't configured a host to hand off to, I can't send you anywhere!
forms:
  open_incident_form:
    ignored_intents: []
    required_slots:
    - email
    - priority
    - problem_description
    - incident_title
    - confirm
  incident_status_form:
    ignored_intents: []
    required_slots:
    - email
actions:
- action_ask_email
- action_check_incident_status
- action_handoff
- action_handoff_options
- action_open_incident
- validate_open_incident_form
- validate_incident_status_form