itsm-email-recommendation

ITSM 邮件建议

概述

此技能提供了一套结构化方法，用于为 IT 服务管理案例生成专业的邮件回复。内容包括：

• 分析事件、变更或问题背景，撰写有针对性的邮件回复
• 纳入相关技术细节，同时避免让非技术收件人难以理解
• 在回复中引用相关知识库文章和已知解决方法
• 明确说明后续步骤和预计解决时间
• 为正在处理的事件生成状态更新邮件
• 创建包含解决摘要的结案通知邮件

使用场景： ITSM 代理需要就 IT 服务案例向最终用户、利益相关方或管理层发送专业、结构清晰的邮件回复时。尤其适用于需要技术说明的复杂事件，或需要更新高优先级问题状态的场景。

所需插件： com.snc.incident（事件管理）

先决条件

• 角色： itil、incident_manager 或 admin
• 访问权限： 对 incident、change_request、problem、kb_knowledge、sys_email 具有读取权限；对事件工作备注具有写入权限
• 知识： 熟悉 IT 服务管理流程、SLA 要求和组织沟通规范
• 插件： 必须激活 com.snc.incident

操作步骤

第 1 步：获取案例背景

提取完整记录，以了解问题、当前状态和利益相关方。

使用 MCP：

Tool: SN-Get-Record
Parameters:
  table_name: incident
  sys_id: [incident_sys_id]
  fields: sys_id,number,short_description,description,state,priority,impact,urgency,category,subcategory,assignment_group,assigned_to,caller_id,caller_id.name,caller_id.email,caller_id.vip,opened_at,resolved_at,close_code,close_notes,business_service,cmdb_ci,sla_due,made_sla

使用 REST API：

GET /api/now/table/incident/[incident_sys_id]?sysparm_fields=sys_id,number,short_description,description,state,priority,impact,urgency,category,subcategory,assignment_group,assigned_to,caller_id,opened_at,resolved_at,close_code,close_notes,business_service,cmdb_ci,sla_due,made_sla&sysparm_display_value=true

第 2 步：查看沟通历史

检查之前的邮件，以保持邮件往来的连贯性并避免内容重复。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sys_email
  query: instance=incident^target=[incident_sys_id]^ORDERBYDESCsys_created_on
  fields: sys_id,type,subject,body_text,recipients,sys_created_on
  limit: 10

使用 REST API：

GET /api/now/table/sys_email?sysparm_query=instance=incident^target=[incident_sys_id]^ORDERBYDESCsys_created_on&sysparm_fields=sys_id,type,subject,body_text,recipients,sys_created_on&sysparm_display_value=true&sysparm_limit=10

第 3 步：收集技术背景

查看工作备注，了解诊断结果和已采取的措施。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=[incident_sys_id]^name=incident^element=work_notes^ORDERBYsys_created_on
  fields: value,sys_created_by,sys_created_on
  limit: 20

第 4 步：查找相关知识文章

搜索可在邮件中引用的知识库文章。

使用 MCP：

Tool: SN-Query-Table
Parameters:
  table_name: kb_knowledge
  query: workflow_state=published^short_descriptionLIKE[keyword1]^ORtextLIKE[keyword1]
  fields: sys_id,number,short_description,text
  limit: 5

第 5 步：检查相关记录

查找相关问题、变更或已知错误，以补充背景信息。

使用 MCP：

Tool: SN-Execute-Background-Script
Parameters:
  description: Gather related records for email context
  script: |
    var incId = '[incident_sys_id]';
    var inc = new GlideRecord('incident');
    inc.get(incId);

    gs.info('=== RELATED RECORDS FOR EMAIL CONTEXT ===');

    // Related problem
    if (inc.problem_id && inc.problem_id.toString() !== '') {
      var prob = inc.problem_id.getRefRecord();
      gs.info('Problem: ' + prob.number + ' | ' + prob.short_description + ' | Workaround: ' + prob.workaround);
    }

    // Related changes
    var change = new GlideRecord('change_request');
    change.addQuery('reason', incId);
    change.query();
    while (change.next()) {
      gs.info('Change: ' + change.number + ' | ' + change.short_description + ' | State: ' + change.state.getDisplayValue() + ' | Scheduled: ' + change.start_date);
    }

    // Similar recent incidents (for pattern context)
    var similar = new GlideRecord('incident');
    similar.addQuery('category', inc.category.toString());
    similar.addQuery('state', '6'); // Resolved
    similar.addQuery('sys_id', '!=', incId);
    similar.addQuery('sys_created_on', '>=', gs.daysAgo(30));
    similar.orderByDesc('resolved_at');
    similar.setLimit(5);
    similar.query();

    gs.info('\n--- Similar Resolved Incidents ---');
    while (similar.next()) {
      gs.info(similar.number + ': ' + similar.short_description + ' | Resolution: ' + similar.close_notes.toString().substring(0, 100));
    }

第 6 步：生成邮件回复

根据案例状态选择合适的模板并撰写邮件。

模板 1：初次确认

Subject: [INC Number] - Your request has been received: [Short Description]

Dear [Caller Name],

Thank you for contacting IT Support. We have received your request and created incident [INC Number] for tracking.

Issue Summary: [Short Description]
Priority: [Priority Level]
Assigned Team: [Assignment Group]

What happens next:
- Our [Assignment Group] team will review your request within [SLA timeframe]
- You will receive updates as we investigate
- You can check the status anytime at [Service Portal URL]

If you have additional information to share, please reply to this email or update the incident through the service portal.

Best regards,
[Agent Name]
IT Service Desk
Reference: [INC Number]

模板 2：状态更新

Subject: Re: [INC Number] - Status Update: [Short Description]

Dear [Caller Name],

I wanted to provide you with an update on your incident [INC Number].

Current Status: [State]
Investigation Summary:
[Brief technical summary in plain language]

Actions Taken:
1. [Action 1]
2. [Action 2]
3. [Action 3]

Next Steps:
- [What will happen next]
- Expected timeline: [Estimated timeframe]

[If workaround available:]
In the meantime, you can use the following workaround:
[Workaround steps]

Please let us know if you have any questions or if the situation has changed.

Best regards,
[Agent Name]
IT Service Desk
Reference: [INC Number]

模板 3：解决通知

Subject: Re: [INC Number] - Resolved: [Short Description]

Dear [Caller Name],

I am pleased to let you know that your incident [INC Number] has been resolved.

Resolution Summary:
[Clear description of what was done to resolve the issue]

Root Cause:
[Brief explanation of what caused the issue, if known]

What You Should See:
[Description of expected behavior now that the issue is resolved]

Preventive Steps:
[Any recommendations to prevent recurrence]

For future reference, you may find this knowledge article helpful:
[KB Article Title] - [KB Number]

This incident will be automatically closed in [X] business days if no further issues are reported. If you experience the issue again, please reply to this email or reopen the incident through the service portal.

Best regards,
[Agent Name]
IT Service Desk
Reference: [INC Number]

模板 4：升级通知

Subject: Re: [INC Number] - Escalation Notice: [Short Description]

Dear [Caller Name],

I am writing to let you know that your incident [INC Number] has been escalated to our [Specialized Team] team for further investigation.

Reason for Escalation:
[Brief explanation of why escalation is needed]

What This Means:
- A specialist from [Team Name] will be assigned to your case
- They will have full context from our previous investigation
- You may be contacted for additional details

Updated Timeline: [New estimated timeframe]

We understand the urgency and are committed to resolving this as quickly as possible.

Best regards,
[Agent Name]
IT Service Desk
Reference: [INC Number]

第 7 步：记录并发送

将建议的邮件保存为工作备注，并可选择将其添加为客户可见的评论。

使用 MCP：

Tool: SN-Add-Work-Notes
Parameters:
  table_name: incident
  sys_id: [incident_sys_id]
  work_notes: |
    === RECOMMENDED EMAIL RESPONSE ===
    Type: [Acknowledgment/Status Update/Resolution/Escalation]
    Recipient: [Caller Name and Email]

    Subject: [Subject line]

    [Full email body]

    === REFERENCES ===
    KB Articles: [KB numbers referenced]
    Related Change: [CHG number if applicable]
    Related Problem: [PRB number if applicable]

工具用法

MCP 工具参考

工具	使用场景
SN-Get-Record	获取事件、变更或问题的完整背景
SN-Query-Table	查询邮件历史、工作备注和相关记录
SN-Natural-Language-Search	查找邮件中可引用的相关知识文章
SN-Update-Record	更新事件，记录邮件通知详情
SN-Add-Work-Notes	记录建议的邮件内容
SN-Execute-Background-Script	收集跨记录背景信息、批量生成邮件

REST API 参考

端点	方法	用途
/api/now/table/incident	GET/PATCH	读取事件并更新记录
/api/now/table/change_request	GET	查找相关变更以补充背景信息
/api/now/table/problem	GET	查找相关问题和解决方法
/api/now/table/kb_knowledge	GET	搜索相关知识库文章
/api/now/table/sys_email	GET	查看沟通历史
/api/now/table/sys_journal_field	GET	提取工作备注以了解技术背景

最佳实践

• 使用通俗语言： 将技术术语转换为收件人能理解的语言；技术细节留待工作备注说明
• 具体明确： 提供事件编号、日期和具体的后续步骤，避免含糊的承诺
• 明确预期： 始终告知预计时间，以及用户接下来可以期待什么
• 提供自助服务指引： 引导用户查看知识库文章和服务门户，以便今后自行解决问题
• 保持邮件往来连贯： 使用「Re:」前缀并附上事件编号，确保邮件会话连贯
• 留意 VIP 身份： 检查来电者是否为 VIP，并相应调整语气和紧急程度表述
• 校对语气： 确保邮件体现专业和同理心，尤其是在用户感到沮丧时

故障排除

邮件历史记录无法加载

原因： 通过外部系统发送的邮件可能未记录在 sys_email 中
解决方案： 检查 sys_journal_field 中可能包含邮件内容的评论。查看通知日志，了解投递状态。

知识库文章不匹配

原因： 搜索词过于具体，或知识库文章的分类不同
解决方案： 扩大搜索范围。尝试按类别搜索。使用 SN-Natural-Language-Search 进行语义匹配。

邮件模板不适用于当前场景

原因： 事件状态或上下文与标准模板不匹配
解决方案： 组合多个模板中的内容。根据具体情况进行自定义。始终包含：当前状态、已采取的措施和后续步骤。

收件人不明确

原因： 来电者和受影响用户可能不是同一人，或者需要向多个利益相关方发送更新
解决方案： 检查 caller_id、opened_by 和 watch_list 字段。对于重大事件，请使用重大事件流程中的分发列表。

示例

示例 1：网络中断状态更新

# 1. Get incident details
Tool: SN-Get-Record
Parameters:
  table_name: incident
  sys_id: [sys_id]
  fields: number,short_description,state,priority,caller_id.name,business_service,assignment_group

# 2. Get recent diagnostic notes
Tool: SN-Query-Table
Parameters:
  table_name: sys_journal_field
  query: element_id=[sys_id]^name=incident^element=work_notes^ORDERBYDESCsys_created_on
  fields: value,sys_created_by,sys_created_on
  limit: 5

# 3. Draft status update email with technical findings in plain language

示例 2：附带知识库参考的解决邮件

# 1. Get resolution details
Tool: SN-Get-Record
Parameters:
  table_name: incident
  sys_id: [sys_id]
  fields: number,short_description,close_code,close_notes,caller_id.name

# 2. Find relevant KB article
Tool: SN-Query-Table
Parameters:
  table_name: kb_knowledge
  query: workflow_state=published^123TEXTQUERY321=[resolution topic]
  fields: number,short_description
  limit: 3

示例 3：重大事件的批量状态更新

Tool: SN-Execute-Background-Script
Parameters:
  description: Generate status update for all users affected by major incident
  script: |
    var majorInc = new GlideRecord('incident');
    majorInc.get('[major_incident_sys_id]');

    // Find all child incidents
    var child = new GlideRecord('incident');
    child.addQuery('parent_incident', majorInc.sys_id.toString());
    child.query();

    gs.info('=== MAJOR INCIDENT STATUS UPDATE ===');
    gs.info('Major Incident: ' + majorInc.number + ' | ' + majorInc.short_description);
    gs.info('Affected Users: ' + child.getRowCount());

    gs.info('\n--- RECOMMENDED BULK EMAIL ---');
    gs.info('Subject: [' + majorInc.number + '] Status Update - ' + majorInc.short_description);
    gs.info('Body: We are currently experiencing [issue description]. Our team is actively working on resolution. Current ETA: [timeframe]. We will provide the next update by [time].');

相关技能

• itsm/chat-reply-recommendation - 基于聊天的回复建议
• itsm/incident-summarization - 总结事件，为邮件提供上下文
• itsm/kb-generation - 创建邮件中引用的知识库文章
• hrsd/email-recommendation - HR 专用邮件建议
• itsm/major-incident - 重大事件沟通工作流

参考资料

• ServiceNow 事件管理
• 邮件通知
• Agent Workspace