Initiating a chat conversation
Follow this procedure to initiate a chat procedure with another user from within the BMC Remedy ITSM application.
To initiate a chat conversation
- Within a record (for example a change record), click the chat icon.
The Start Conversation window is displayed with a list of users related to the record.
The following user lists are displayed:Friends — Lists your friends from the configured chat client. For more information about configuring the friend list, see
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Mapping the BMC Remedy AR System users to the chat server
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- Support group users — If the conversation is initiated within a record, the list displays users who belong to the same support group as the chat initiator.
- Assigned users — The user to whom the record is assigned. This list is displayed when you initiate the conversation from a record.
Context Users — Lists users from the support groups that the user belongs to.
Form name
User
Support Groups
Activity
- Requested By
- Activity Assignee
- Requested By
- Assignee
Asset CI
All users from the People tab
All support groups on the People tab
Contract
Manage by Contract
Manager By
Change
- Change Coordinator
- Change Manager
- Coordinator group
- Manager group
Incident
- Assignee
- Owner
- Assigned group
- Owner group
Problem
- Problem Coordinator
- Assignee
- Coordinator group
- Assigned group
Known Error
- Problem Coordinator
- Assignee
- Coordinator group
- Assigned group
Solution DB
Assignee
Assigned group
Knowledge Article
- Author
- Owner
- Assignee
- Owner group
- Assigned group
Release
Release Coordinator
Coordinator group
Task
- Requester
- Assignee
- Support group
- Assignee group
Work order
- Request Manager
- Request Assignee
- Request Manager support group
- Request Assignee support group
Note
When you launch a conversation from the landing console, a list of context users is displayed instead of assigned users.
To add a user from another list to your friends list, click the Send buddy request
icon displayed next to the user's name when you hover the mouse pointer on the user name.
- Select the user you want to chat with from the relevant list and click the Start Conversation
icon.
The chat window that is displayed provides the following information:- User name of the person who initiated the conversation.
- Subject of the conversation. The subject includes the ID of the record from which the conversation was initiated, the user who initiated the conversation, and other users included in the conversation. The subject can be a reference for users being invited to the conversation.
Users can accept or reject the chat invitation. If they accept the invitation, a chat window is opened in their console. Their chat window displays only a list of users included in the chat and the conversation.
To invite additional users to the conversation, click the Invite Users icon
displayed on the top right corner of the chat window. All participants can invite other users to the conversation.
Note
To add BMC Remedy AR System users who are not present in the Friends list, see Adding BMC Remedy AR System users who are not present in the Friends list.
When the conversation is complete and the chat initiator closes the chat window, the conversation is either saved as a Work Info entry in the Work Detail tab of the record from which the conversation was initiated, or not saved at all. This depends on the option you selected when Configuring chat settings.
Note
If the conversation was not initiated from within a record, the conversation is not saved.