Chatting with Analysts

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Shilpa K (Deactivated)Version comment

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.