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. You can also type certain keywords to get the ticket related details in your chat window.
Click the following video to view how to use chat feature. The screen is this video refers to an earlier version, but the functionality that are explained in this video are still relevant for the current release.
Before you begin
While installing Smart IT, in the Smart IT Chat Feature Information screen, do not select the Do not include the Smart IT Chat feature. Also you need to specify the Openfire server installation details in this screen:
To get resources in chat window to resolve an incident ticket
From Smart IT version 19.02, you can type certain keywords followed by / in the chat to get the ticket related details in the Openfire chat window. The currently supported keywords are listed below in the table. To understand the use of these keywords through an example, see Example of chatting with other agents to resolve a ticket section in this topic.
|Use this keyword to get the Summary, Description, Status, and Priority of the ticket. If other users send you chat request on a ticket, you can type this keyword to get the details of the ticket on which the discussion is requested.|
Use this keyword to get the recommended knowledge articles. You can link and unlink a recommended knowledge article with the incident. The Knowledge IDs are hyperlinked to the incidents.
|/similarincidents||Use this keyword to get the similar incidents. The incident numbers are hyperlinked to the incidents. The status, and the incident title are also displayed. You can link the similar incidents with your incident by using the chat.|
The following screenshot displays the supported keywords:
Example of using chat window to get resources to resolve an incident ticket
Allen, an incident owner, opens an incident with the summary as VPN issues. He clicks Share > Chat on this incident. In the chat window, he types /details, and hits Enter. The following details are displays in the chat window:
Now, he types /knowledge to get the related knowledge articles, and hits Enter. The following knowledge articles are displays in the chat window:
To get the similar incidents, he types /similarincidents, and hits Enter. The following incidents are displays in the chat window: