Currently, the "Request configuration details" feature in Messenger applies to all tickets, regardless of relevance to the issue. I disabled this because it asked for workstation details even when the issue had nothing to do with the user’s PC. However, I still want the ability to automatically add relevant configurations to tickets in ConnectWise Manage.

Requested Features:

• Conditional Activation: Enable "Request configuration details" only when relevant (e.g., if the issue involves a workstation, request PC details; otherwise, skip it).

• Context-Aware Configuration Matching: Allow the chatbot to identify other relevant configurations based on user input.

○ Example: If the user reports a printer issue, the intent should ask for the printer name and, if a matching configuration exists in ConnectWise Manage, attach it to the ticket automatically.

○ Similarly, if the issue involves a network device, server, or application, relevant configurations should be linked without requiring workstation details.

Use Case Example:

• A user submits a ticket about a printer not working.

• The chatbot asks for the printer name.

• If a configuration for that printer exists in ConnectWise Manage, it is automatically added to the ticket.

•The user does not get asked for their PC name unless it is relevant to the issue.

Benefits:

• Reduces unnecessary prompts, improving user experience.

• Ensures that only relevant configurations are added to tickets.

• Increases automation and data accuracy in ConnectWise Manage.

This enhancement would provide more intelligent and dynamic data collection, ensuring that the right configurations are attached based on the specific issue being reported.