This documentation supports the 19.02 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. 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.

KeywordsDescription

/details

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.
/knowledge

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.

/similarincidentsUse 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:



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Comments

  1. John Odden

    Is openfire chat capable of chatting with other technicians in the org? or just looking up details on the client, client's history and knowledge? Tasks are not always addressed in a timely manner, but often responding to a chat can be.

    Apr 17, 2019 07:55
    1. Nilay Agambagis

      Hello John,

      Thanks a lot for your comment.

      Yes, multiple users can communicate with each other by using the chat feature.

      Regards,

      Nilay Agambagis

      Apr 18, 2019 12:50
  2. Tracy Shanmugam

    Hello, Can you select group within a chat session? or do you need to select each individual user one by one?

    Aug 14, 2019 04:04
    1. Nilay Agambagis

      Hello Tracy,

      Thanks a lot for your comment.

      The group chat feature is not available in the current version. Requesting you to share your idea in the BMC Community.

      Regards,

      Nilay Agambagis

      Aug 22, 2019 05:56
  3. Holly Mullins

    I would be interested in something like that too. Is there a better place inside BMC Community where this is likely to get the most attention?

    Aug 22, 2019 12:09
    1. Nilay Agambagis

      Hello Holly,

      Thanks a lot for your comment.

      The latest release (Smart IT 19.08) includes more capabilities for this feature.

      Please refer to the following link:

      Using Microsoft Teams for ChatOps-type collaboration between agents

      If you want to share more on your ideas, you can share it in the BMC Communities. You will get the link of BMC Communities at the top of this page.

      Regards,

      Nilay Agambagis

        

      Aug 26, 2019 12:44