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.

To enable chat conversation:

  1. Log into Neurons for ITSM as an Administrator.

  2. Open the Chat Analyst LOB Mapping workspace.

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.

Department Name Customization for Self-Service Users

The Department Name field has been added to improve visibility and make department names easier for self-service users to see. Administrators can customize how department names are displayed to users, making it more intuitive.

Steps to Use the Department Name Feature:

•Chat LOB workspace - Navigate to the desired LOB to be changed.

•Edit Department Name - Admin can now edit the Department Name for each department.

For instance, change “IT” to “Information Technology” or “HR” to “Human Resources”.

•Nullable Field - The Department Name field is nullable. If no value is entered, the department will display the default name.

For example, if the admin doesn't enter a custom name for "Facilities," the default value will remain "Facilities."

•Visibility to Self-Service Users - Once the department name is updated, self-service users will see the new name in the interface.

If the admin hasn't edited the name, the default department name will be shown to the users.

Link and unlink an LOB chat analyst

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

To link/unlink an LOB chat analyst:

  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.

Workaround for Employee Visibility Issue in User List

When searching for newly added employees in the system, they may not appear in the list due to a limitation in the current configuration.

The Enable Chat as Analyst checkbox may not have been properly activated for the role, preventing the employee from being listed.

Steps to Resolve the Issue

To make the newly added employee visible in the list view, follow these steps:

    •Navigate to Admin UI - Log in to the Admin interface of the system.

    •Select Users and Permissions - In the sidebar, go to Users and Permissions.

    •Choose Roles and Permissions - Click on Roles and Permissions to manage user roles.

    •Select the Specific Role - Choose the appropriate role that corresponds to the employee.

    For example: IT → SDA - Service Desk Analyst.

    •Enable the Checkbox - To activate the feature, uncheck and then check the checkbox again in the role settings under Enable Chat as Analyst.