This documentation supports the 20.08 version of Live Chat.
To view an earlier version, select the version from the Product version menu.

Creating incidents or work orders from a chat

When an agent is having a conversation with a user, the agent can create an incident or work order if it does not already exist. The agent also can select a template before creating an incident or work order and associate the chat to an existing ticket of the user.

To create incidents or work orders from a chat by using a template

  1. In an active chat session, on the Resources tab, enter a search term.
  2. 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.
  3. Add any other details, if needed, and click Confirm + Save.


To create incidents or work orders from a chat without a template

  1. In an active chat session, click Create Ticket


An incident or work order created from Live Chat can be auto-assigned to agents. Learn more about auto-assignment of tickets at
  Auto assigning Live Chat tickets

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

Important

The Detailed Description field remains blank when a ticket is created from Live Chat.


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:


  1. In an active chat session, click the Customer Information tab.
  2. 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 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.

      • 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.
      • Related To relationship is created between the two tickets.

Important

If the ticket is already created in the current application, a support agent cannot transfer the chat to a support queue of another application.

For example, if the ticket is created in c, then you cannot transfer the chat to a support queue in BMC Helix Business Workflows.

The application URL parameter is the configured in the ES_Chat:ConsumingApplication form.


To remove the association of a chat to a ticket

Agents can remove the association of a chat to a ticket by using the  button. The following image displays the  button with the associated ticket.

 

Important

The button is displayed next to a ticket, only if the ticket is associated to the current chat session. This button is not displayed if the agent has created the ticket by using the Create Ticket button in the current chat session.

What happens when you remove the association of a chat to a ticket

  • The chat session ID stored on the Incident or Work Order forms is removed.

  • A note is added to the ticket activity log about the ticket dissociation, which is not removed.

  • If a new ticket was created during the association, it will be marked as canceled.

  • If a new relationship was created during the association, the relationship will be removed.
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Comments

  1. Peter Adams

    Can you please review the documented behavior here:

    • There's no statement how the Summary of the incident / work order is filled
    • Can you review how the Description field is filled
    • There is no info about what goes into activity notes.
    Nov 23, 2020 07:17
    1. Aaditi Lakade

      Hello Peter Adams

      Thanks for these queries. We shall update this topic with the above details.

      Aaditi

      Nov 23, 2020 10:44
  2. Pratik Bembde

    Important The Description field remains blank when a ticket is created from Live Chat.

    1. I think this supposed to be Detailed Description field (Description, always have first chat message initiated)
    2. Still waiting on a. There's no statement how the Summary of the incident / work order is filled b. Can you review how the Description field is filled? c. There is no info about what goes into activity notes.
    Jun 14, 2021 11:52
  3. Peter Sibiski
    1. The Description (or Summary) field is populated with the Question from the ES_Chat:MasterChatRecord. This value is usually the first thing that is typed in SSP or Chatbot conversation.
    2. On creation of a ticket from Live Chat, there are separate activity notes created for each: a. The entire conversation before creation of the ticket. b. Any attachments from the conversation. (3 per activity note) c. Any personal notes from the conversation.
    3. After a ticket is created, an activity note is created for each attachment as soon as it is added to the conversation.
    4. On closing a chat, these separate activity notes are created: a. A copy of the entire conversation transcript. b. All personal notes.
    Jun 16, 2021 05:01
    1. Aaditi Lakade

      Hello Pratik Bembde and Peter Sibiski

      Thanks for your comments. PLease see the Fields populated after an incident or work order is created section with this information.

      Aaditi

      Jun 17, 2021 12:22