Chatting with the Self Service Mobile Users

You can chat with Self Service Mobile users to answer their queries or solve issues without having the end-users raise Incident tickets. This feature will be available to you only if your Administrator has enabled it for your user role.

1.Login to Service Manager with the user role that has chat feature enabled.

2.Click the chat icon > Turn On.

In case you do not see the chat icon , contact your organization's Administrator.

3.Confirm by clicking Turn On in the prompt message.

The chat icon turns green indicating you are Online and available to take up chat sessions.

Unless your chat status is online, you will not be patched to any chat requests from Self Service Mobile users.

When you are patched with a Self Service Mobile user's chat request, the chat icon turns red .

4.Click the chat icon to accept and start chatting.

5.Respond by typing a message in the text box and click the Send icon .

6.Click the Create an Incident Now link in the chat window to create an Incident if you are unable to resolve the issue.

7.Enter information into the fields and click Ok. An Incident will be created, and the Incident ID will be displayed on the Self Service Mobile user's and your chat window.

8.Click the Incident ID link from your chat window to open the Incident.

•Do not click on the chat icon if do not want to accept a chat for some reason.

The chat will be patched to someone else while your status will still be Online.

Buttons in the Chat window

• Accessibility - increases the font size.

• Copy - copies the chat text.

• History - displays the previous chat session's conversation.

• Full screen - expands the Chat window to full screen.

• Close - exists the Chat.

Points to Note:

•If an Incident was created for a Self Service Mobile user in an earlier chat session, the Incident ID will be displayed in the current chat window.

•You cannot close an active chat window unless the Self Service Mobile user closes.