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1. Define the Support Agent Actions under Agent Chat Console tab on Tenant → Settings :

2. On the Support Agent Actions tab, click on Create Action.

3. Enter the form details.

   1. Add an Action Name as “Create Service Request”.

   2. Set the Status to Active.

4. Click on Next. On Form Fields add the form a field for description to enter the description be provided by the user.

   1. Add display name “Description”.

   2. Choose “Multiline Text” “Multiline Text” for the field type

   3. Select Mandatory checkbox.

5. Click on Next. Now move to Form Submit.

   1. Add “Integration” and select operation ‘Create Service Request'. For more details on creating an integration, refer to Integrations

   2. Override the Integration and pass the value in the Description “Description” form field to the operation. Use syntax @{supportagentaction.formField.<fieldIdentifier>} to refer to the form field.

6. Set the success message to be displayed to the support agent analyst on successful form submission. Use the local attribute TicketNumber to show the logged ticket number to the support agent.For example; “Created ticket @{local.ticketIdentifier} in ISM“

7. Click Create.

8. Once the action is created, Go to the Agent chat console to test and Execute Support Agent Actions.

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