You can chat with the assigned Analyst to know the updates about the Incident logged for you.
To chat with Analysts:
- On the INCIDENT ID page, click
. A chat pop-up window is displayed.
Figure: Chat pop-up page - Type in the text box and press ENTER. The Analyst receives the chat communication in a Chat window.
Figure: Chat Notification
The following table explains the availability status of the Analyst/End User for Chat functionality.
Color | Availability Status |
|---|---|
| Available |
| Offline |
| Away |
| Locked |
| Unlocked |
| Server Connected |
| Server Disconnected |
| Server Reconnect |
Notes:
- You can use the chat option if it is configured on the Server.
- If the basic chat is configured on the Application Settings page, the basic chat functions are available to the End User.
- Once chat Invite icon is clicked, Analyst gets a notification e-mail with the chat link. The link is active for a time duration specified by the user. After the specified duration the chat link becomes inactive and user needs to send a new chat request.