This documentation supports the 18.05 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Chatting with other agents to resolve a ticket

Openfire is an open source real-time collaboration server based on the XMPP (Jabber) protocol used for instant messaging, and group chat. To get this feature of Smart IT, you need to select the Openfire Chat option, while installing the Smart IT application. You can leave chat anytime as per your requirement, add participant for a group chat, and minimize the chat window. 

Click the following video to view how to use chat feature. The screen in this video refers to an earlier version, but the functionality explained in this video is still relevant for this release.

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