Use instant messaging

If Service Desk is integrated with IBM® Lotus® Sametime® Connect, you can conduct conversation sessions with any person related to a ticket for the purpose of gathering information to help resolve an issue.

About this task

The following steps describe how you can initiate and conduct an instant messaging session with the Reported By or Affected Person user on a ticket record.

Procedure

  1. As a user with appropriate access, navigate to the Instant Messaging Configuration application (GoTo > System Configuration > Platform Configuration > Instant Messaging Configuration).
  2. Select the Open Instant Messaging connection action.
  3. Enter the instant messaging username and password and click Connect.
  4. Click OK on the message window stating that the connection has been established.
  5. Open a ticket record in the Incidents, Problems, or Service Requests application.
  6. Click the instant messaging icon next to the Name field for the Reported By or Affected Person user. A chat window opens. Use the chat window to conduct a conversation session with the user.
  7. When finished, close the chat window.
  8. To disconnect, return to the Instant Messaging Configuration application and select the Close Instant Messaging connection action.

What to do next

A transcript of the chat session is saved in the communication log. You can access the communication log from the Log tab.
Parent topic: Working on a ticket

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