Configuring the Chat Feature

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.

  • Redis is required for the chat feature.

  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. Assign analysts LOB roles 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 team are routed using the Round Robin algorithm, based on the Service Desk Analyst's login state.

Allow a Service Desk Analyst to end the chat

A Service Desk Analyst can end the chat if there is no response from the end user after the first session expiry message has been sent.

For this to work, from the Configuration Console, select Build > Global Constants and set the EndChatSessionByAnalysts option as True. By default, this option is set as False.

Configure chat

The chat configuration settings are predefined, but you can change the settings for your requirements. There are four workspaces: Chat Configuration, Chat Configuration Header, Chat Configuration Message, and Chat Configuration Text where you configure the chat functionality.

These workspaces are opened from the Administrator Dashboard. Select the workspace on the header bar, or if it is not shown, click More and select the required workspace from the My Workspace list.

Use the Chat Configuration workspace to configure the session details.

•First Inactivity Timeout: Timeout limit when a first warning message is sent to the Self Service Mobile user when inactive on a chat session.

•Second Inactivity Timeout: Timeout limit when a second warning message is sent to the Self Service Mobile user when inactive on a chat session.

•Session Expiration Timeout: Timeout limit when the Self Service Mobile user is logged out when inactive on a chat session.

•User Timeout: Timeout limit when a Self Service Mobile user is logged off from a chat session when unable to assign the chat session with the Service Desk Analyst.

•Concurrent Chat Sessions per Analyst: Number of chat requests that can be assigned to the Service Desk Analyst at a time.

•View User Chat History for last Created Incident(s): Number of previous chat sessions' history that should be stored. History is stored only when an Incident is created in the chat session.

•Maximum Number of Files that can be shared at one time: Limit of number of files that can be shared at a time in the chat.

•Maximum Number of File shares allowed per session: Limit of number of files that can be shared in a single session.

•Maximum Size for an Uploaded File: Limit of the file size that can be uploaded in the chat.

Use Chat Configuration Header workspace to set all header messages.

•Online Message Header: Header displayed to the Self Service Mobile user when the Service Desk Analyst staff is online and ready to pick up chat sessions.

•Offline Header: Header displayed to the Self Service Mobile when the Service Desk Analyst is offline and not available to pick up chat sessions.

•Hop Header: Header displayed to the Self Service Mobile when the Service Desk Analyst staff is offline during non-hours-of-operation.

•Join Header: Header displayed to the to the Self Service Mobile when a Service Desk Analyst joins the chat session.

•Fail Join Header: Header text displayed to the to the Self Service Mobile when unable to assign a Service Desk Analyst to the chat session.

•Knowledge Message: Link to knowledge base displayed to the Self Service Mobile user when unable to assign a Service Desk Analyst to the chat session.

•Warning Header: First warning header displayed to the Self Service Mobile user when inactive on the chat for the set time.

•Second Warning Header: Second warning header displayed to the Self Service Mobile user when inactive on the chat for the set time.

•Typing: Typing indicator displayed in the chat window text box.

•Send Message Place Holder: Message displayed in the chat window text box.

•Incident Created text: Message displayed in the chat window when an incident is created from the chat session.

•User Disconnected: Message displayed to the Service Desk Analyst and the Self Service Mobile user when the chat session gets disconnected.

•Analyst Disconnected: Message displayed to the NeuronsSelf Service user when the Analyst id disconnected.

•Accessibility button Tooltip Text: The text to be displayed for the Accessibility button tool tip.

•Copy button Tooltip Text: The text to be displayed for the Copy button tool tip.

•Header Text for User Chat Interface: Text to be displayed for the Chat UI.

Use Chat Configuration Message workspace to set all body messages.

  • Online Message: Message displayed to the Self Service Mobile user when the Service Desk Analyst staff is online.

  • Offline Message: Message displayed to the Self Service Mobile user when the Service Desk Analyst staff is offline during hours-of-operation.

  • Hop Message: Message displayed to the Self Service Mobile user when the Service Desk Analyst staff is offline during non-hours-of-operation.

  • Joining Message: Message to the Self Service Mobile user when trying to assign a Service Desk Analyst to the chat session.

  • Join Message: Message displayed to the Self Service Mobile user when a Service Desk Analyst joins the chat session.

  • Fail Join Message: Message to the Self Service Mobile user when unable to assign a Service Desk Analyst to the chat session.

  • Knowledge Button: Second line of the knowledge base link message when unable to patch a Service Desk Analyst to the chat session.

  • Personal: Personal message.

  • IT LOB Name: IT LOB name displayed to Self Service Mobile users.

  • Facilities LOB Name: Facilities LOB name displayed to Self Service Mobile users.

  • Security LOB Name: Security LOB name displayed to Self Service Mobile users.

  • HR LOB Name: HR LOB name displayed to Self Service Mobile users.

  • Workorder Created Text: Message displayed in the chat window when an HR ticket is created from the chat session.

  • HR Requested Created Text: Message displayed in the chat window when an HR request is created from the chat session.

  • Security Incident Created Text: Message displayed in the chat window when a security incident is created from the chat session.

  • Welcome Chat Text: Message displayed in the chat window when the user selects Chat with Support.

Use Chat Configuration Text workspace to set all text messages.

•First Warning text: First warning message displayed to the Self Service Mobile user when inactive on the chat for the set time.

•Second Warning Text: Second warning message displayed to the Self Service Mobile user when inactive on the chat for the set time.

•Expired Warning Text: Message displayed to the Self Service Mobile user just before logging off the chat session when the user is inactive on the chat for the set time.

•Session Expired Text: Message displayed to the Self Service Mobile user after logging off the chat session when the user was inactive on the chat for the set time.

•User Wait Expired Text: Message displayed to the Self Service Mobile user when unable to assign a Service Desk Analyst to the chat session.

• To avoid data exposure, use either ${lastname}, {$middlename}, or ${firstname} placeholder in the fields - Join Message, Joining Message, and Analyst Disconnected. However, you can use ${fullname} if you do not mind exposing the users' full name.

•It is essential when you make changes to the Chat Configuration that you clear the cache for the changes to be effective. If you do not clear the cache, the changes will not take effect. To clear the cache, open the Configuration Console and select Configure > Cache Management > Reset Chat Objects. If the Reset Chat Objects option is not displayed, then it is likely that you do not have ChatEnabled in the Global Constants list set to True.

•Concurrent Session Expired Text: Message displayed when the concurrent session expires.

•Full Size button Tooltip Text: The text for the full size button tool tip.

•Chat Connection Failure Timeout Text: Message displayed to the Self Service Mobile user when the connection fails due to Analyst unavailability.

•Chat Connection Failure Text: Message displayed to the Self Service Mobile user when the connection fails.

•Minimize button Tooltip Text: The text for the minimize button tool tip.

•Restore button Tooltip Text. The text for the restore button tool tip.

Create an Incident, HR Case, Security Incident, or Work Order Action

A Service Desk Analyst can create an Incident from the chat session using the Create Incident Quick Action added to the ivnt_Chat business object. This Quick Action can be customized as required.

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

2.Open the Configuration console.

3.Select Build > Business Objects.

4.Open the Ivanti Chat business object.

5.Select the Quick Actions tab.
The action designer selection dialog opens.

6.Select Graphical Action Designer or Classic Action Designer, depending on which designer you prefer to use.
Refer to Using the Graphical Action Designer (GAD) or Using the Classic Action Designer (CAD) for more information.

7.Select Saved Actions.

If you are using an older version of the Classic Action Designer, select Your Actions.

8.Select Create Incident.

9.Edit the fields and parameters as required.

10.Click Save.

Enable chat support for Line of Business (LOB) departments

This feature allows for chat functionality customized to different LOB departments. For example, it can route Workday-related conversations to the HR team or payroll-related queries to the Finance team. Users can link LOB departments and corresponding knowledge to skilled Service Desk Analysts, ensuring chat requests are directed to analysts best able to help.

Once LOB requests are created, analysts can be assigned accordingly. This setup optimizes resource allocation, enhancing user experience by directing requests to personnel based on expertise and departmental responsibilities.

If no LOB is displayed, users are directed to a generic IT Analyst.

  1. Log into Neurons for ITSM as an Administrator.

  2. Open the Chat Analyst LOB Mapping workspace.

  3. Choose a department to enable targeted chat expertise (IT, HR, Facilities, Security). When enabled, the department option appears in a user's chat window).

    Chat functionality is enabled for IT by default. You can enable it for other departments depending on your organization's needs/capacity. A user's chat interface will show availability departments according to these settings.

Link and unlink an LOB chat analyst

Use the Link and Unlink options to assign and remove employees designated as Chat Analysts for LOB.

  1. Log into Neurons for ITSM as an Administrator.

  2. Open the Chat Analyst LOB Mapping workspace. Double-click the department for which you want to add/remove analysts.

    • To link an employee, select Link and choose a name.

    • To unlink an employee, choose a name and select Unlink.