You can view the chat history to view the communications that have happened between you or any other Analyst with the End User for information related to the Incident.
To view chat history:
- If you are an End User, select Incident > User > My Incidents. Alternatively, select Dashboard > USER DASHBOARD > OPEN INCIDENTS. If you are an Analyst, select Incident > User > ManageIncidents > ViewIncidentList. Alternatively, select Dashboard > ANALYSTDASHBOARD > INCIDENTS > MYWORKGROUP.
- Select an Incident. On the INCIDENT ID page, click the CHAT HISTORY icon. The CHAT HISTORY pop-up page is displayed. It displays the name of the user (User), the message (Message), and the date and time when the message was sent (Time Stamp).
Figure: CHAT HISTORY pop-up page