Using Microsoft Teams Bot
Role: Self Service Users
Minimum Version: Neurons for ITSM 2021.1
•Install Microsoft Teams on your computer and set up your client account.
•Add the Teams app specific to your organization to your Teams client account.
| a. | Log in to your Teams client account. |
| b. | Click Apps > Select the Teams app created for your organization. > Add to a chat. |
The Teams app for your organization is now added to your chat contacts. This will allow you to message 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 can't find your organization's Teams app or encounter issues adding it, contact your organization's administrator.
1.Log in to your Microsoft Teams client account.
2.Click the Teams app for your organization that you added to your chat in the Prerequisites: section.
3.To start 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 you to select a template to categorize your request. The available templates are configured by an administrator.
•Once a template is selected, a form with the required fields is displayed. After submitting the form with the appropriate values, a service request is created, and a ticket number is generated.
•Check the status of my ticket - displays a list of all incidents and service requests created by or for you. Click on an item to view its 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.
Working with the Microsoft Teams Bot
After the MS Teams Bot is configured and published in your organization, it appears on Team's chat with your organization name. To initiate a conversation, say 'Hi.' The following page will appear:
Image of the Ivanti Service Manager Bot Page
You can perform the following actions:
•Create a ticket: Allows you to create an incident.
•Create a Service Request: Allows you to create a service request.
Ensure the Enable for Teams Bot checkbox is selected in the ITSM portal for the feature to be visible on the Teams bot.
•Check my Ticket Status: Lists the status of all incidents you have created.
•Chat with an IT Analyst: Opens a chat channel with an available analyst to resolve your issue.
•Close Chat Conversation: Ends chat conversation with the chat analyst.
•Help: Displays help information about all 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.