Create Custom Statuses for Agentic AI Orchestration

To orchestrate Service Request Triage Agent and Service Request Resolution Agent in resolving incoming service requests you need to create some service request statuses. Each status represents a specific phase in the service request triage and resolution process. When a status is updated, it triggers the appropriate agent to perform the designated tasks.

In Setup and Maintenance, click the icon, search and select the Manage Service Request Status Values task, and create the required custom service request statuses. Here are a few examples:

Status Type	Status Label	Description
New	TRIAGE_REQUIRED	Indicates that the Triage Agent needs to be invoked to triage/assess and categorize the incoming service request.
In Progress	TRIAGE_IN_PROGRESS	Indicates that the Triage Agent is actively analyzing the Service Request.
	TRIAGE_DONE	Indicates that the Triage Agent has completed the triage process, and the Service Request is ready for the next steps.
	RESOLUTION_REQUESTED	Marks the initiation of Resolution Agent, whose purpose is to propose a solution for Service Request based on knowledge articles and similar service requests.
	RESOLUTION_IN_PROGRESS	Indicates that the Resolution Agent is currently working on a resolution.
	RESOLUTION_SUGESSTED	Indicates that the Resolution Agent has suggested a resolution and is awaiting review and validation by a human agent.
Waiting	TRIAGE_WAITING	Represents a state when the Triage Agent needs additional information to triage the Service Request. In this state, Triage Agent has drafted an email to the requester of the SR, and has prompted a human agent via recommendation panel, to review the email content and send it to the requester.