Analyst creating the ticket in ISM from Agent Chat Console

Problem Statement: When in conversation with the Users, Analysts/Support Agents may need an option to create tickets on behalf of the User. These tickets need to be in the User's context, also based on the details provided by the User.

Opportunity: Provide an option to the Support Agents to create tickets from the Agent Chat Console itself so that the Support Agents can create tickets in the context of the User and can share details with the User for further reference.

Approach: The Agent Chat Console will now have an option to create tickets using the “Support Agent Action” option. The Support Agent can now create tickets in the context/on behalf of the User so that if the user wants to track their tickets the next time, it is visible to them.

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

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.

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 can execute the action on the Agent chat console.

Additional Resources

Visit the below Wiki Documentation for more information on:

1. To create an application, Create an application.

2. Configure a 3rd party Web service integration on REST Integrations

3. To create Integrations Integrations.

4. Create and manage support agent actions Support Agent Actions

5. Executing the support agent actions Execute Support Agent Actions

6. Managing the agent chat console settings is at Manage Agent Chat console