How to use the chat capability

Service Request Management allows you to view and deal with chat requests from users.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Note To view requests, from the main menu, select Run > Service Request > Requests.

In the list view columns for requests, the following fields related to chat requests are available:

Chat status

Displays the current chat status.
Chat last request time

Displays the time of the last chat request, if any.

To display a field in the record list, click Columns and then click the field and OK. For more information, see List view in Service Management user interface.

To view chat requests:

From the main menu, select Run > Service Request > Requests.

Select the My Chat Requests view to display your pending chat requests.

On selection, the Chat last request field is automatically added to the list view, and requests are sorted by this field, older requests first.
If a request in the view has an update in its Chat status field, the view is automatically refreshed.

Note This view displays pending chat requests for you and your Service Desk Group.

To answer chat requests:

From the main menu, select Run > Service Request > Requests.

Select the My Chat Requests view to display your pending chat requests.

Select the request. If the right panel is open, a preview of the request is displayed there. If necessary, open the right panel.

In the right panel toolbar, click Live chat.

Service Management displays the request in the Live Support section. For more information, see How to deal with a Live Support call.
A chat dialog appears.

Note If the user abandons the chat (for example, by closing the browser), Chat status displays Abandoned.

Type a message in the chat and press Enter.

Note The user does not see that the chat request has been responded to until you send a message.

You can continue to exchange chat messages with the user until you have dealt with the request.

Note If the chat exchange completes, Chat status displays None.