Short title identifying this Help Desk Skill (e.g. "Route password
reset tickets to IT").
descriptionstring
TRIGGER condition — when should the help desk agent invoke this
skill? Plain prose answering "When should Serval use this skill?".
Example: "When a ticket is about an SSO login failure or a user
cannot access their Okta account."
contentstring
BEHAVIOR instructions — how should the help desk agent handle the
situation when this skill fires? Plain prose answering "How should
Serval handle this situation?". Include the concrete steps,
workflows to run (use <@workflow:ID> mentions), who to escalate
to (use <@user:ID> mentions), and any relevant context.
shouldAlwaysUseboolean nullable
Whether this guidance should always be used (optional).
isPublishedboolean nullable
Whether the guidance is published. Set to true to publish the guidance.