Setting up ticket creation

As an administrator, you can configure Live Chat to create tickets automatically when a chat is assigned to a support agent and the agent clicks the chat window for the first time. Agents can also create tickets manually from a chat session. 

Ticket creation settings

You can configure the following ticket creation settings: 

Before you begin

• Ensure that you have specified the application URL of BMC Helix ITSM: 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 template based on which ticket should be created, ensure that you 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 Virtual Chat Administrator Console. 
2. Select Self Service Portal > Configuration. 
3. From the list of entries, select Interfaces - Core Chat Services 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></autoCreate>
          <autoCreateDefaultTicket></autoCreateDefaultTicket>
          <ticket>
              <type></type>
              <hideCreateOption></hideCreateOption>
              <defaultTemplateId></defaultTemplateId>
              <openDraftModeByDefault></openDraftModeByDefault>
          </ticket>
    </list>
   </interface>

6. Specify the tag values. 
   The following table describes the tags and their example values to configure ticket creation:

   Tag	Description	Values	Example
   <code>	Identifier for the Interfaces - Core Chat Services form entry.	Default value—iccs	Set only to iccs
   <company>	Specifies the company for which the ticket configuration applies. The company name must match with the name for which this entry is created.	Global—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. Default value—Global	Company name
   <list>	You must enclose any application-specific configuration in this tag.	Not applicable	Not applicable
   <autoCreate>	Specifies whether you want to enable or disable automatic ticket creation.	true—Enable automatic ticket creation false—Disable automatic ticket creation Default value—false	The following image shows how automatic creation of incidents is enabled for a company:
   <autoCreateDefaultTicket>	(To automatically create tickets in BMC Helix ITSM: Smart IT) If you have enabled automatic ticket creation, specifies the ticket type that you want to create automatically. Important: You can create only one type of ticket automatically.	incident—Create an incident automatically workorder—Create a work order automatically Default value—incident
   <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 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—Show the create ticket option for the ticket type specified in <type>. Default value—false
   <defaultTemplateId>	Specifies the template ID of the template that you want to use to create a ticket—automatically or manually.Important: If an agent manually selects a template, the selection overrides this setting. If you enabled automatic ticket creation, to avoid errors, ensure that the default template is of the same ticket type that 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—Display quick create mode and hide draft ticket screen Default value—false

7. Click Save. 

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.

Related topics

Configuring-the-support-agent-settings

Creating-incidents-or-work-orders-from-a-chat