Spark FAQ

How can I confidently report all tickets Spark created during employee conversations?

The agent.conversations table contains a dedicated ticket_number field that stores the ticket number when a conversation results in a ticket being created. Refer to Conversation outcome reasons documentation to see what outcomes can result in a ticket being created for detailed reporting.

Use the following query to list all conversations that created a ticket in the past 7 days:

agent.conversations during past 7d
| where conversations.ticket_number != null

How can I create ITSM records for all Spark conversations, not only when Spark escalates?

To record completed Spark conversations other than escalations in ITSM for tracking, reporting, or audit purposes, Nexthink recommends using the standard webhook capabilities.

Use the following NQL query as the webhook's trigger condition to identify completed conversations that should create an ITSM ticket, and to specify which fields to include in the payload:

agent.conversations during past 7d 
| where conversations.outcome != null 
| where conversations.ticket_number == null 
| list conversations.reason, conversations.outcome, conversations.resolution_summary, device.name, user.upn, conversations.intent, conversations.time, conversations.state