Creating an incident from a client chat

If your system administrator has enabled Remedyforce Chat, you can receive and respond to chat requests. For more information, see Assisting-clients-via-Remedyforce-Chat.

Based on a chat conversation, you must create a new incident or link the chat to an existing record.

• When a client initiates a chat, if you create a new incident, the chat transcript is copied to the Description field, the Incident Source field is set to Chat, the Client ID field is pre-populated, and Status is set to Open. If the Pre-Chat form is enabled, the category selected by the client on the Pre-Chat form is copied to the Category field on the Incident form.

• If a client chats with you for an existing ticket, you can link the chat to an existing incident. In this case, the chat transcript is saved as a note in the Action History section of a record. Also, if the client has submitted a ticket by other methods, such as submitted a ticket from Self Service, sent an email to create an incident, you can link the chat to an existing incident.
• You can view the attachment in the Attach/View files window before saving the incident. All the attachments sent by the client during the chat are added to the Files section of the incident (new and existing) after the record is saved.

To create a new incident or update an existing one from a client chat

1. In the Remedyforce Chat window, click End Chat. 
   
2. To create a new incident, perform the following actions:
   1. Click Add to a new incident. On the New Incident form, the Client ID, Category, Description, and Incident Source field values are populated.
   2. Enter the values in remaining required fields.
   3. Click Save.
3. To link the chat to an existing incident, perform one of the following actions:
   1. Click Add to an existing incident.
   2. From the list of incidents, select the incident to which you want to link the chat.
   3. Click Save.

Related topics

Creating-incidents-that-require-operational-rule-deployment

Creating-an-incident-by-applying-a-template

Creating-an-incident-without-a-template

Creating-incidents-by-using-Chatter

Configuring-Remedyforce-Chat