Use > Service Manager Collaboration > End User Chat > Service Desk chat module

Service Desk chat module

As of version 9.50, ITSMA Service Management introduces a minimum Service Desk chat module to handle end user chat requests. Service Management automatically creates a Service Desk chat request record as long as an end user starts a chat. When a chat is closed or a chat request is canceled, the corresponding chat request closes asynchronously by the Process Designer rule engine.

Service Desk chat request form details

The following table identifies and describes some of the features on the Service Desk chat request forms.

Service Desk chat request form details
Label Description
Chat ID The system-generated unique ID for this Service Desk chat request.
Phase

This is a system-generated field. These phases are available out-of-box:

  • Logged
  • Accepted
  • Closed
Assignment Group

The group assigned to accept the Service Desk chat request. The Service Desk assignment group is available out-of-box.
Contact The name of the service recipient from whom the end user chat was initiated. This field ensures that the correct person will be notified about updates to the interaction.
Assignee The name of the person who accepted the Service Desk chat request. This person is a member of the assigned support group. Assignees may belong to one or multiple assignment groups, based on the needs of your company.
Chat Bot The name of the virtual agent which accepted the Service Desk chat request.
Affected Service

The Affected service is the user’s individual and department subscriptions that can be defined in Service Management. This field is populated with data from the end user input.

These business services are available out-of-box:

  • Applications
  • E-mail/Webmail
  • Handheld, PDA & Telephony
  • Intranet/Internet
  • My Devices (The My Devices service represents all personal devices that the user would use.)
  • Printing
  • Other - See Description
Chat ended by end user Displays a check mark in the check box if the chat was terminated by the end user.
End Reason

Displays an end reason if the chat was terminated by the end user.

These end reasons are available out-of-box:

  • Problem Resolved
  • Problem Unresolved
Description

A detailed description of the end user's problem. This field is prepopulated with input from the end user.
Closure Code

Displays a closure code if the chat was closed by the Service Desk agent.

These closure codes are available out-of-box:

  • Problem Resolved
  • Problem Unresolved

  • No Response from End User
Workflow tab

Displays a figure of Service Desk chat workflow. It also indicates the current phase which the chat request is in, and traces the phase transition history.

These phases are available out-of-box:

  • Logged: This is the phase that is initiated when an end user initiates a chat request.
  • Accepted: This is the phase that is transited to when a Service Desk agent or a virtual agent accepts a chat request.
  • Closed: This is the final phase when a chat is closed or a chat request is canceled.
Related Records tab Displays the related Interaction record.
History tab

Displays the related history of the Service Desk chat request.

These fields are available out-of-box:

  • Open Time
  • Opened by

  • Transfer to Live time

  • Accept Time
  • Accepted by
  • Close Time
  • Closed by
Activity tab

Displays the activities of the conversation being opened and the OO flow execution results when an end user triggered an OO flow during the chat. See Set up End User Chat automation for more information.

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