Chatting with Analysts

Owned by Enterprise IT
May 29, 2024

SummitAI Service Management Help

Incident Management

You can chat with the assigned Analyst to know the updates about the Incident logged for you.

To chat with Analysts:

  1. Select Incident > User > My Incidents. The MY INCIDENTS page is displayed.
  2. Select an Incident. On the INCIDENT ID page, click the icon. The Chat pop-up page is displayed. 

    INCIDENT ID page
    Figure: INCIDENT ID page

    Chat pop-up page
    Figure: Chat pop-up page
  3. Type in the text box and press ENTER. The Analyst receives the chat communication in a Chat window.

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 Analyst for chat 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.