Configuring the Chat Feature

Role: Administrators.

Prerequisite: Redis.

Configure the following settings for the chat feature to work:

  • Global Constant - In the Configuration console, under Global Constants, set the ChatEnabled global constant Value field to True.

  • User role - To make the chat icon available for a user, the administrator should enable chat for the user role.

To enable the chat feature for a user role

  1. Log in to Neurons for ITSM as an Administrator.

  2. From the Configuration Console, select Configure > Users and Permissions > Roles and Permissions.

  3. Select the role for which you want to enable the chat feature.

  4. Select Overwrite default branding options with the options listed below.

  5. Select Enable Chat as Analyst.

  6. Enable chat support for Line of Business (LOB) departments to better direct chat users to an analyst with relevant expertise.

•All check boxes under Branding Options are disabled until you select the Overwrite default branding options with the options listed below option.

• Chat requests to the Service Desk Analyst team are routed using the Round Robin algorithm, based on the Service Desk Analyst's login state.