Creating incidents or work orders from a chat
To create incidents or work orders from a chat by using a template
- In an active chat session, on the Resources tab, enter a search term.
- Select a template and click Create Incident or Create Work Order.
If any required fields are blank, the incident or work order opens in the edit mode. - Add any other details, if needed, and click Confirm + Save.
To create incidents or work orders from a chat without a template
In an active chat session, click Create Ticket.
- To create an incident, click Create Incident.
- To create a work order, click Create Work Order.
Fields populated after an incident or work order is created
After an incident or work order is created, the following fields are populated:
- Resources tab—Displays the incident or work order that is created.
- Description (or Summary)—First message that the end user types in the chat.
- Activity notes—Includes the following:
- The entire chat conversation before creation of the ticket.
- Attachments from the conversation before and after creating a ticket.
- Personal notes from the conversation.
- After closing the chat conversation, copy of the entire conversation transcript and personal notes i
To associate a chat to an existing ticket
An agent can associate a chat to a ticket only if the following conditions are met:
- The ticket is of the type Incident or Work order.
- The chat is not already associated to a ticket.
- The support agent is a member or an associate member of the owner support group or the assigned support group of the ticket.
The following image provides information about how a chat is associated to a ticket:
- In an active chat session, click the Customer Information tab.
- Click All Tickets or Open Tickets, and from the list click
.
The chat is associated to the ticket based on the ticket status.- If the ticket is Open and not associated to the chat, Live Chat performs the following actions:
- The ticket is updated with the Chat ID.
- The entire chat transcript, articles, notes, and attachments added to the chat conversation are copied to the ticket.
- If the ticket is Open and not associated to the chat, Live Chat performs the following actions:
- If the ticket is Resolved or Closed and is created by using a template, Live Chat performs the following actions:
- A new ticket is created by using the same template.
- The chat transcript, articles, notes, and attachments added to the chat conversation are added to the Activity notes of the new ticket.
- A Related To relationship is created between the two tickets.
- If the ticket is Resolved or Closed and is created without using a template, Live Chat performs the following actions:
- A new ticket is created.
- The Summary, Description, Impact, Urgency and Operational, and Product Categorizations fields are copied to the new ticket from the current ticket.
- The chat transcript, articles, notes, and attachments added to the chat conversation is added to the Activity notes of the new ticket.
- A Related To relationship is created between the two tickets.
- If the ticket is Resolved or Closed and is created by using a template, Live Chat performs the following actions:
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