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The following are the key steps in creating the ticket in ISM by a support analyst Support Agent for an end-user:

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Step 1: Define Integration

1. Define the Integration named ‘Create Service Request' under Form submit and update the override value to 'Yes.’

   1. On the tenant menu, click on Integration.

   2. Create an Application with the integration type as REST.

   3. Add an instance to the ISM environment.

   4. Configure the ‘Create Service Request’ Operation.

   5. Fetch the ticket number received as a response from the web service and save it in a local attribute TicketNumber.

Step 2: Create an Action

1. Define the Support Agent Actions under the 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 a field for description to be provided by the user.

   1. Add display name “Description.”

   2. Choose “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” 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 support 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.

Your action has now been created successfully, and support agents Support Agents can execute the action on the Agent chat console.

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