Setting up ticket creation from Live Chat

How default ticket configuration works

The default ticket creation behavior is as follows: 

• Incident creation option is shown in the agent console. Work order creation option is shown if you enable work order creation in BMC Helix ITSM: Smart IT.
• A default template is not set.
• Ticket is created without bringing up the draft ticket screen.
• If ticket creation fails, the draft ticket screen opens in a new tab.

Ticket creation settings

You can configure the following ticket creation settings: 

Before you begin

• Ensure that you have specified the application URL of Smart IT for Live Chat to identify the application for which you want to set up ticket creation.
• If you want to specify the default or dynamic template, make sure that you have the AR System administrator, Incident Config, and Workorder Config permissions to procure the template ID from the HPD:Templates form and WOI:Template form. 

To configure ticket creation settings

1. As an administrator, log in to the IT Home page and navigate to Live Chat Administrator Console. 
2. Select Self Service Portal > Configuration. 
3. Select Interfaces - Core Chat Services from the list of entries and click Modify.
4. If an overlay is not created, click Create Overlay or click Open Overlay. 

5. In the Configuration section, type the following code:

   Ticket creation tags

   <interface>
      <code>iccs</code>
      <name>Interfaces - Core Chat Services</name>
      <company>Global</company>
      <version>200713-1300</version>
   <list>
        <smartit>
           <ticketConfig>
              <autoCreate>false</autoCreate>
              <autoCreateDefaultTicket>incident</autoCreateDefaultTicket>
              <ticket>
                 <type>incident</type>
                 <hideCreateOption>false</hideCreateOption>
                 <defaultTemplateId></defaultTemplateId>
                 <openDraftModeByDefault>false</openDraftModeByDefault>
                 <openTicketOnClose>false</openTicketOnClose>
                 <allowTicketToAssociateWithDifferentChat>false</allowTicketToAssociateWithDifferentChat>
                 <showTicketResolutionPopup>true</showTicketResolutionPopup>
                 <resolveTicketOnClose>false</resolveTicketOnClose>
              </ticket>
              <ticket>
                 <type>workorder</type>
                 <hideCreateOption>false</hideCreateOption>
                 <defaultTemplateId></defaultTemplateId>
                 <openDraftModeByDefault>false</openDraftModeByDefault>
                 <openTicketOnClose>false</openTicketOnClose>
                 <allowTicketToAssociateWithDifferentChat>false</allowTicketToAssociateWithDifferentChat>
                 <showTicketResolutionPopup>true</showTicketResolutionPopup>
                 <resolveTicketOnClose>false</resolveTicketOnClose>
              </ticket>
           </ticketConfig>
        </smartit>
   </list>
   </interface>

6. Specify the tag values. 

   The following table describes the tags and their example values to configure ticket creation:
   
   

   Tag	Description	Values
   <code>	Identifier for the Interfaces - Core Chat Services form entry.	Default value: iccs
   <company>	Specifies the company for which the ticket configuration applies. The company name must match the name for which this entry is created.	Global (Default value): If you want to apply the settings to all companies in the tenancy. company name: If you want to apply the settings to a specific company.
   <list>	You must enclose any application-specific configuration in this tag.	Not applicable
   <autoCreate>	Specifies whether you want to enable or disable automatic ticket creation.	true: Enable automatic ticket creation false (Default value): Disable automatic ticket creation
   <autoCreateDefaultTicket>	(To automatically create tickets in) If you have enabled automatic ticket creation, the tag specifies the ticket type you want to create automatically. Important: You can create only one type of ticket automatically.	incident (Default value): Create an incident automatically workorder: Create a work order automatically
   <type>	Specifies the ticket type for which you want to configure the <hideCreateOption>, <defaultTemplateId>, and <openDraftModeByDefault> settings	incident: applies to the HPD: Help Desk form workorder: applies to the WOI:WorkOrder form
   <hideCreateOption>	Specifies whether you want to hide the following actions related to the selected ticket type: Create ticket option for the selected ticket type. Templates for the selected ticket type. Associate chat session with the selected ticket type. For example, if you select an incident, the create incident option, incident templates, and the option to associate a chat session with an incident is hidden.	true: Hide the create ticket option for the ticket type specified in <type>. false (Default value): Show the create ticket option for the ticket type specified in <type>.
   <defaultTemplateId>	Specifies the template ID of the template you want to use to create a ticket—automatically or manually. If the template ID is not set, the system attempts to create a ticket without a template. If it fails, a draft window is opened in a new tab. Important: If an agent manually selects a template, the selection overrides this setting. If you enable automatic ticket creation, to avoid errors, ensure that the default template is of the same ticket type you selected in the <autoCreateDefaultTicket> tag.	Alphanumeric template ID that you procured earlier.
   <openDraftModeByDefault>	Specifies whether you want to display the draft ticket screen instead of quick create mode. Tip: Set the value of this tag to true and the value of the <autoCreate> tag to false if you want to disable automatic ticket creation and want to display the draft ticket screen.	true: Display draft ticket screen and hide quick create mode false (Default value): Display quick create mode and hide draft ticket screen.
   <openTicketOnClose>	Specifies whether you want to display the ticket window after a chat session is closed.Tip: Set this value to true if you want the agent to perform the following tasks after opening the ticket window: Perform some follow-up tasks on the ticket immediately without searching for the ticket from the monitoring console.  Fill out the missing mandatory fields before closing a ticket. Review the ticket information before working on the next chat session.	true: Display the ticket window false (Default value): Do not display the ticket window
   <allowTicketToAssociateWithDifferentChat>	Enables you to associate a ticket with a different chat. You can associate a new chat with an existing incident or work order that is already associated with another chat.	true: Allow ticket association to different chats. false (Default value): Do not allow ticket association to different chats.
   <showTicketResolutionPopup>	Displays a pop-up menu on ending the chat, asking the agents if they want to resolve the ticket created against the chat. Important:  When the pop-up menu is hidden, the ticket won't be automatically resolved on ending the chat.	true (Default Value): Show the pop-up menu to resolve the ticket false: Do not show the pop-up menu to resolve the ticket.
   <resolveTicketOnClose>	This configuration is enabled only when the <showTicketResolutionPopup> is set to false. Specifies whether you want to automatically close the ticket created against the chat when the agent ends the chat.	true:  Automatically resolve tickets on ending the chat. false  (Default Value): Do not automatically resolve tickets on ending the chat.

7. Click Save. 
8. To apply the changes, click Refresh servlets.
   The following image shows how automatic incident creation and resolutions is enabled for a company:

To configure dynamic template selection

The dynamic template can be used only when auto creation of ticket is enabled. If the dynamic ticket template is configured, it takes precedence over default template setting. To configure the dynamic template selection, you configure a custom workflow by using filters in Developer Studio. 

1. As an AR System administrator, open Developer Studio in the Best Practice Customization mode. 
2. From the AR System navigator, select All Objects > Filters. 
3. Create a new filter. 
   For example, if you want to configure dynamic ticket selection based on the chat topic Unix, create ES_SampleMCR_SetTemplateForTopic_Unix. 
4. In Associated Forms, select ES_Chat:MasterChatRecord.
   In Execution Options, do not change the default order of 500.
5. In Run If Qualification, specify the qualification for the topic. 
   For example, 'Topic'='Unix'
6. In If Actions > Set Fields, set the following fields: 

• 
  
  • AutoCreateTicketType—Select one of the following ticket types:
    
    • incident
    • workorder
  • AutoCreateTemplateID—Enter the GUID of the template that you want to use. 

You can create filters for other criteria for dynamic template selection such as support queues, or keyword. 

Examples of defining filters for dynamic ticket creation

You can define filters to select the ticket template based on information in the chat, such as the chat topic, the agent's support queue, or a keyword. 

• 
  

  Filter to select template based on the agent's support queue: "Database"

  

• 
  

  Filter to select template based on the keyword "Password"

  

Troubleshooting

Refer the following section for common issues that you might encounter when creating tickets from live chat:

An error is generated when automatically creating a ticket with a template

• Ensure that the template ID is valid. If the template ID is invalid, the following error is generated:
  An error has occurred during operation, please try again later or contact your administrator is displayed to the agent and ticket is not created. 
  
  
• If a default template is not set, then the system tries to create a ticket without template. If it fails, a draft ticket creation window is opened in a new tab.

Unable to create a type of ticket

Ensure that the following tags and their values are included in the Interfaces - Core Chat Services entry:

The ticket configuration settings are not applied at runtime

If any of the following conditions are true in the Interfaces - Core Chat Services entry, the ticket configuration settings are not applied, and the application reverts to the default behavior. 

• Tags are missing, are misspelt, or have invalid values.
• Entries are not found for <smartit> or <ticketConfig>.
• Entries are not found for the <ticket> or the <type> tags.

The dynamic ticket selection does not work as per the configuration

Consider the following scenarios when dynamic ticket selection might not work:

• If the ticket type in the filter is incorrect, that is the ticket template is for incident but the corresponding ticket type is specified as work order, Live Chat will use the default ticket type and template. If the default values are not defined, ticket is not created. 
• If the ticket type is correct, but the template ID is incorrect, an error is displayed and the ticket is not created. 

Perform the following steps to  verify the ticket type and ticket template used for automatic ticket creation by viewing the field values in Master Chat Record:

1. As an administrator, open the Master Chat Record.
2. Check the values in the following fields:

• 
  
  • End user ticket type
  • End user ticket ID
  • Auto Create Ticket Type
  • Auto Create Template ID

The following image shows the fields with sample values: