Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
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Using the Chat Zone

•About Chatting

•Accessing the Chat Zone

•Viewing and Clearing the Chat History

•Using the Chat Zone to Chat

•Putting a Chat into a Floating Window

•Chatting with a Team, Group, or Role

About Chatting

Chat has been added to the Social Board to increase the ease of communication between users.

Note the following:

•You do not automatically see chats sent to you unless you open the Social Board workspace or you have the Chat Zone open.

•You can only have ten conversations in the Chat Zone at one time.

•After you have opened the Social Board workspace (which activates the Chat Zone ), you can close the Social Board workspace and continue to send and receive chats.

Accessing the Chat Zone

When you open the Social Board workspace, the Chat Zone automatically appears to the right.

Social Board

1.Log into the Service Desk Console.

2.Open the Social Board workspace.

3.To hide and show the Chat Zone, toggle the sidebar handle.

Viewing and Clearing the Chat History

1.Log into the Service Desk Console.

2.Open the Social Board workspace.

3.To view the chat history, click History in the Chat Zone.

4.To clear the chat history, click Clear in the Chat Zone.

Using the Chat Zone to Chat

1.Log into the Service Desk Console.

2.Open the Social Board workspace.

3.To begin a chat, click Start new conversation within the Chat Zone. A conversation appears.

4.To add users, do the following:

a.

Click Add Person.

b.

In the text box that appears, enter the name of the person to chat with.

c.

Click Add.

d.

Repeat to add users to the conversation. There is no limit to the number of users that can be included.

5.In the bottom message area, type a message.

6.Press Enter to publish the message. Users cannot see your message until you publish it. Your message appears below the list of recipients.

•Public conversations have a white background.

•Private conversations have a blue background.

7.To minimize the conversation, click the conversation header. Click again to toggle open.

Putting a Chat into a Floating Window

After you have published a conversation, you can drag it over other windows so that you can monitor a specific conversation.

1.Log into the Service Desk Console.

2.Open the Social Board workspace.

3.Within the conversation header, click the pop out arrow icon .

4.To move the conversation window, drag the header to another location.

5.To return the window to the Chat Zone, click the return to the Chat Zone icon .

6.To close the window, click the close icon .

Chatting with a Team, Group, or Role

You can have a conversation at the team level in the Chat Zone (as well as in the Social Board). You can only chat with teams, groups, or roles of which you are a member.

Before chatting with your team, group, or role members, you must start the conversation in the Social Board.

1.Log into the Service Desk Console.

2.Open the Social Board workspace.

3.Enter a message in the text box.

4.Click Add group.

5.Choose a team, group, or role from the drop-down list, then click Add.

6.Click Share. The message appears and the conversation is submitted to the team.

7.Click the chat icon in the message window, and the conversation appears in the Chat Zone.