Chatting with Analysts

SummitAI Service Management Help

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

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

Figure: INCIDENT ID page

Figure: Chat pop-up page
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.

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.