Using Microsoft Teams Bot
•You should have Microsoft Teams installed on your computer and have a client account created.
•You should have added the Teams app built for your organization to your Teams client account.
| a. | Log in to your Teams client account. |
| b. | Click Apps > select the Teams app your organization has built > Add to a chat. |
Your organization's Teams app is now added to your chat contacts which you can use to chat with Service Desk Analysts.
Sample Image of Teams app build for Ivanti
Sample Image of adding Teams app built for Ivanti to Teams chat
If you cannot find your organization's Teams app or have issues adding it to your Teams chat, reach out to your organization's administrator.
1.Log in to your Microsoft Teams client account.
2.Click the Teams app of your organization that you added to your chat in the Prerequisites: section.
3.To initiate a conversation with the bot, send a Hi.
A pop-up with commands is displayed.
4.Select any of the following command:
•Create a Ticket - prompts to enter the subject and symptom of your issue to create an incident. The bot creates an incident and displays the incident ID. The incident is then routed to the Support/Service Desk team to address it.
•Service Request -prompts to choose a Template to categorize your request. The templates listed are configured by an administrator.
Based on the template selected a form with the required fields is displayed. Once submitted with values, a service request is created with a ticket number.
•Check the status of my ticket - displays the list of all incidents and service requests created for/by you. Click one to view it's status.
•Chat with Support - you will be connected to an Analyst to help you with your issue/query.
•If an Analyst does not pick up your chat, you will receive a message saying "Please stand by, while we connect you to another analyst". You can wait to be connected.
•If no Analyst is online, you will get the message - "All analysts are offline". You can continue waiting till an analyst is online or exit. The maximum wait time to connect you to an Analyst is 5 minutes after which the following message is displayed - "Sorry, we are unable to connect you at this time." Click Yes to continue using the bot or No to exit.
•Leave Chat Conversation - ends the chat session.
•Help - displays a short description about each of the above commands.
• If you send a text message instead of selecting one of the given options, the following message is displayed - "Invalid selection. Please select one of the available option."
• Whenever the bot displays options, ensure to select from the given options. Else, an invalid message is displayed prompting you to select only from the options displayed.