This documentation supports the 20.08 version of Live Chat. To view an earlier version, select the version from the Product version menu.

Setting the default support group for a company


As an administrator, you can specify the default support group for a company in Live Chat. The default support group is used to automatically assign tickets created during live chat in Remedy with Smart IT (Smart IT). 

Before you begin

Make sure that you have created the company and support groups in BMC Remedy IT Service Management (ITSM) Suite. 

To learn more about companies and support groups, see Creating-support-groups

To set the default support group

  1. On the IT Home page, select Virtual Agent > Virtual Chat Administration Console.
  2. Select Integrations Incident Management.
  3. To create a default support group, click New. 
  4. In Name, type a meaningful name for the support group. 
    For example, Calbro Canada Support group
  5. From the Company list, select the company for which you are creating the default support group. 
    For example, Calbro.
  6. From the Status section, select one of the following values:
    • Enabled—If you want to immediately apply the default support group. 
    • Disabled—If you want to apply the default support group later. 
  7. From the Support Company list, select the same company that you selected in the Company field earlier. 
  1. From the Support Organization list, select the support organization for which you want to create the default support group. 
    For example, Canada Support
  2. From the Assigned Group list, select the support group that you want to set as the default support group. 
    For example, CA Support 1


The following image is an example of setting the default support group:

setting default support group.png

 

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