Request Status

Request Status determines the progress of the request tickets. Using these you can know how much work is done or pending on the ticket and accordingly actions can be taken. The system provides some default status values that are ready for use.

To view the Request Status page, navigate to Admin > Request Management > Request Status > Request tab.

Here, you can manage the status of the tickets. Also, you can edit the status names, set any value as default, run SLA, and change the color of the status values as per the organization’s theme.

Here, you can do the following:

• View and edit the default status.
• Add and manage the Custom status.
• Re-order the statuses using drag and drop.
• Enable or disable the SLA for the status value using Run SLA. For example, if the status is ‘Pending’, the SLA should pause.
• Set the default status of the ticket when a new request is created.

Add Status

To add a custom status,

1. Click the Add Status link.
2. Technician Portal Name: Enter the name of the status to appear on the Technician Portal. This is a mandatory field.
3. Support Portal Name: Enter the name of the status to appear on the Support Portal. By default, this gets prepopulated with the above same value. You can edit this if required. For example: You can set the “In Progress” status of Technician Portal as “In Process” for the Support Portal.
4. Color: Select the color or enter the hexadecimal code by clicking the color pallet icon.
5. Click Save.
6. Once added, you can edit or delete the custom status. You can only edit the default status and not delete.

Request Form

The layout of the request management has all the fields required to manage the requests of an organization. However, to meet the organization’s needs, you can modify the default template, and add new fields. The fields can later be used in the automation settings also.

To view the Request Form, navigate to Admin > Request Management > Request Form and the below page appears.

The page displays two types of fields:

• Default Fields: These are the primary fields that come with the fresh installation. The field names can neither be changed nor deleted.
• Custom Fields: These are the additional fields added from the pallet. The fields can be renamed and deleted.

Here, you can customize the form using the below options:

1. Field Pallet: You can drag and drop the fields from the pallet to add into the form.
2. User Fields Mapping: You can map the user fields with the request fields.
3. Re-Order: You can drag and drop the fields to change the order of the form. This option is available for both: default and custom fields.
4. Expand/Collapse: You can expand and collapse the fields to show 1 in a row or 2 in a row. If collapsed, the width of the field will get reduced to half. This option is available for both: default and custom fields.
5. Duplicate: You can create duplicate fields from the custom fields. This option is available only for custom fields.
6. Edit: You can edit the fields and make them mandatory, show on requester form, or change their characteristics. For default fields, some of the options are restricted.
7. Remove: You can delete the custom fields and not the default ones.

Example Scenario: For example, every request in an organization requires a follow-up date. This is the date by which a technician has to close the request. All SLA, KRA, and KPI(s) of technician are computed using this date.

DateTime

To add the Datetime custom field, drag and drop it on the form in the right-hand side, and a popup appears.

Enter the following details:

• Name: Enter the name of the field.
• Hint Text: Enter the text to appear by default. It appears in grey color.
• Default Value: Select the default value of the field. The options are: Current Date and Custom.
• Allow to Select Time?: Enable to allow the user to select time along with the date.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled, you can only view the field and not edit it. To edit, you need to enable the Edit permission. You can also select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.
• Edit: Enable to allow the requester to provide input in the field.
• Required: Enable to make the field mandatory.

Technician: Set the permission for the technician which will be applicable at the time of request creation.

• Required: Enable to make the field mandatory.

System Managed Field: Enable to make the field as non-editable. It will display values from the dependents. You can enable this for Text Input, Text Area, Dropdown, Datetime, Number, and Radio fields.

Once done, click Add. You can then re-arrange its location, create a duplicate field, expand/collapse its width, edit, or delete it if required. Similarly, you can add other custom fields.

Text Input and Text Area

Add these fields when a text input (like name) and a brief description (like address and comments) are required from the user.
The details are:

• Name: Enter the name of the field.
• Hint Text: Enter the text to appear by default. It appears in grey color.
• Default Value: Enter the default value of the field.
• Allow to Select Time?: Enable to allow the user to select time along with the date.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled, you can only view the field and not edit it. To edit, you need to enable the Edit permission. You can also select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.
• Edit: Enable to allow the requester to provide input in the field.
• Required: Enable to make the field mandatory.

Technician: Set the permission for the technician which will be applicable at the time of request creation.

• Required: Enable to make the field mandatory.

System Managed Field: Enable to make the field as non-editable. It will display values from the dependents. You can enable this for Text Input, Text Area, Dropdown, Datetime, Number, and Radio fields.

Dropdown

Add this field when a list of options are to be displayed on the form. For example, list of software applications.

• Name: Enter the name of the field.
• Hint Text: Enter the text to appear by default. It appears in grey color.
• Default Value: Select the default value of the field from the options added.
• Options: Click Add to add options in the dropdown list or you can import them using the Import Options link. To add manually, click the Add link, enter the option, and select the green right symbol. If required you can also change the order of the options to be displayed in the form using drag and drop.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled, you can only view the field and not edit it. To edit, you need to enable the Edit permission. You can also select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.
• Edit: Enable to allow the requester to provide input in the field.
• Required: Enable to make the field mandatory.

Technician: Set the permission for the technician which will be applicable at the time of request creation.

• Required: Enable to make the field mandatory.

System Managed Field: Enable to make the field as non-editable. It will display values from the dependents. You can enable this for Text Input, Text Area, Dropdown, Datetime, Number, and Radio fields.

Number

Add this field when a number input is required. For example, Employee ID.

• Name: Enter the name of the field.
• Hint Text: Enter the text to appear by default. It appears in grey color.
• Default Value: Enter the default value of the field.
• Allow Decimal in Number?: Enable to allow the user to enter decimal numbers in the field.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled, you can only view the field and not edit it. To edit, you need to enable the Edit permission. You can also select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.
• Edit: Enable to allow the requester to provide input in the field.
• Required: Enable to make the field mandatory.

Technician: Set the permission for the technician which will be applicable at the time of request creation.

• Required: Enable to make the field mandatory.

System Managed Field: Enable to make the field as non-editable. It will display values from the dependents. You can enable this for Text Input, Text Area, Dropdown, Datetime, Number, and Radio fields.

Checkbox

Add this field to allow the user to select multiple options in the form. For example, Laptop details.

• Name: Enter the name of the field.
• Hint Text: Enter the text to appear by default. It appears in grey color.
• Default Value: Select the default value of the field from the options added.
• Options: Click Add to add options in the dropdown list or you can import them using the Import Options link. To add manually, click the Add link, enter the option, and select the green right symbol. If required you can also change the order of the options to be displayed in the form using drag and drop.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled, you can only view the field and not edit it. To edit, you need to enable the Edit permission. You can also select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.
• Edit: Enable to allow the requester to provide input in the field.
• Required: Enable to make the field mandatory.

Technician: Set the permission for the technician which will be applicable at the time of request creation.

• Required: Enable to make the field mandatory.

System Managed Field: Enable to make the field as non-editable. It will display values from the dependents. You can enable this for Text Input, Text Area, Dropdown, Datetime, Number, and Radio fields.

Radio

Add this field to allow the user to select a single option from a list of options. For example, Yes or No responses.

• Name: Enter the name of the field.
• Default Value: Select the default value of the field from the options added.
• Options: Click Add to add options in the dropdown list or you can import them using the Import Options link. To add manually, click the Add link, enter the option, and select the green right symbol. If required you can also change the order of the options to be displayed in the form using drag and drop.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled, you can only view the field and not edit it. To edit, you need to enable the Edit permission. You can also select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.
• Edit: Enable to allow the requester to provide input in the field.
• Required: Enable to make the field mandatory.

Technician: Set the permission for the technician which will be applicable at the time of request creation.

• Required: Enable to make the field mandatory.

System Managed Field: Enable to make the field as non-editable. It will display values from the dependents. You can enable this for Text Input, Text Area, Dropdown, Datetime, Number, and Radio fields.

Attachment

Add this field to attach files in the form. For example, evidence image.

• Name: Enter the name of the field.
• Button Text: Enter the name of the button.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.
• Edit: Enable to allow the user to change the attachment if required.
• Required: Enable to make the field mandatory.

Technician: Set the permission for the technician which will be applicable at the time of request creation.

• Required: Enable to make the field mandatory.

Section

Add this field to add a separate section in the form. You can drag and drop the fields like text input etc. on the section.

• Name: Enter the name of the field.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.

Label

Add this field to add a label.

• Name: Enter the name of the field.
• Default Value: Enter the default value of the field.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.

Dependent

Add this field to display a hierarchy of fields. For example, if Location field is selected, its related countries, states, and districts will be displayed.

• Name: Enter the name of the field.
• Hint Text: Enter the text to appear by default. It appears in grey color.
• Allow user to select leaf node only: Enable to allow the user to select only the last leaf node and not the middle or parent node.
• Display Entire Hierarchy in Report: Enable to display the entire hierarchy in the report.
• Options: Click Add to add options in the dropdown list or you can import them using the Import Options link. To add manually, click the Add link, enter the option, and select the green right symbol. If required you can also change the order of the options to be displayed in the form using drag and drop.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled, you can only view the field and not edit it. To edit, you need to enable the Edit permission. You can also select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the field.
• Edit: Enable to allow the requester to provide input in the field.
• Required: Enable to make the field mandatory.

Technician: Set the permission for the technician which will be applicable at the time of request creation.

• Required: Enable to make the field mandatory.

API

Add this field to fetch data on the request form using the API. These are available only while creating a request. The data fetched via API can be displayed using the Dynamic field.

• Name: Enter the name of the field.
• Button Text: Enter the name of the button. the default value is Fetch Data.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the fields.
• Type: Select the type of API as Simple or Plugin. If plugin is selected, select the required plugin from the dropdown list. These plugins are added from the Integration section. If Simple is selected, enter the below details.
  • Request Type: Select the type as GET or POST.
  • URL: Enter the API URL from where the data is to be fetched.
  • Request JSON: Type the code for request JSON. This is required for POST request type.
  • Secure API: Enable if you want the API to be secured. By default, it is disabled. If enabled, enter the username and password.
  • Output Mappings: Add the Key and Value of the fields that you want to map. You can add more fields using the Add Output Mapping link. Key are the fields added in the form. For Example: You can select a Dynamic field, Select Option as shown below.

Dynamic

Add this field to get the values using the API field at the time of creating a request. This is a dropdown field whose values are populated by executing the API. Once the request is created the field becomes non-editable. To edit the value, you need to run the API again.

• Name: Enter the name of the field.
• Hint Text: Enter the text to appear by default. It appears in grey color.

Requester: Set the permissions based on which the requester can fill in the details at the time of request creation.

• View: Enable to display the field on the requester form while creating a request. If enabled select the Requester Group Access Level.
• Requester Group Access Level: Select the requester groups who can access the fields.

User Fields Mapping

This feature allows variable mappings of the User Fields with the Request Fields.

You can click the icon from the top-right corner of the page and a popup appears.

Here, add the fields using the Add Field Mapping link and selecting the fields from both the dropdowns. The request fields dropdown will only show fields which are not mapped.

Virtual Agent

A Virtual Agent (Chatbot) support provides automated answers to the requesters on live basis. The admin can enable the support for chatbot where the end-user can automate routine tasks and improve the team productivity as per the organization needs. Admin can configure various custom workflows to be handled by the Chatbot. This Chatbot appears at the bottom-right corner of the ServiceOps Support Portal screen.

To view the Virtual Agent page, navigate to Admin > Support Channels > Virtual Agent and the page appears.

It consists of the below tabs:

• Chat Flow: You can create a chat flow based on which the Virtual Agent provides automated answers to the requesters.
• Slack App Config: You can integrate the Slack application with ServiceOps.
• Teams App Config: You can integrate the Teams application with ServiceOps.
• Telegram App Config: You can integrate the Telegram application with ServiceOps.
• Facebook Messenger App Config: You can integrate the Facebook Messenger application with ServiceOps.
• WhatsApp Config: You can integrate the WhatsApp application with ServiceOps.

Chat Flow

A Chat Flow is a workflow created in ServiceOps based on which the Virtual Agent provides automated answers to the requesters on a live basis. The administrator can configure various custom chat flows according to the organization’s needs.

The tab provides the following features:

1. Search: You can use the search query to find a Chat Flow .
2. Settings: You can configure the settings for a Virtual Agent.
3. Train Model: You can train the virtual agent model with the latest Chat Flows implemented.
4. Manage Variable: You can manage the variable name of the virtual agent.
5. Create Chat Flow: You can create new Chat Flows.
6. Grid: You can view a list of default and custom Chat Flows along with their details.
7. Enabled: You can enable the desired Chat Flow. If disabled, the Chat Flow will remain inactive.
8. Edit: You can edit the Chat Flow. The page is similar to the create page. Clicking on the chat flow name will open the Chat Flow Builder.
9. Delete: You can delete the Chat Flow if not required. A confirmation message will appear. Click Yes to continue deletion or Cancel to stop the process.

Create Chat Flow

To create a Chat Flow, follow the below steps:

1. Navigate to Admin > Support Channel > Virtual Agent > Chat Flow and click the Create Chat Flow button.

2. Enter the below details:
   • Name: Enter the name of the Chat Flow.
   • Description: Enter a brief description of the Chat Flow.
   • List of Examples: Add examples of words to be used in the Chat Flow for a better response. You can add examples using the Add link.

   Once done, click Save, and the Chat Flow appears in the Chat flow list. By default, it is disabled.

3. Enable the Chat Flow from the Enabled column. If enabled, the Chat Flow gets implemented in the Virtual Agent.

4. Configure the flow of the Chat Flow. To configure the flow,
   1. Click on the Chat Flow Name, and the Virtual Agent Chat Flow Builder opens as shown below.

The Virtual Agent Chat Flow Builder displays three sections:
1. • Ask Question: Here, you can add the questions to ask the requester.
   • Bot Response: Here, you can add the responses to display to the requester.
   • Utility: Here, you can add the utilities based on which responses can be displayed.
2. In the Ask Question section, select the required question type: You can set the following types of questions:
   • Text
   • Date
   • Static Choice
   • Reference Choice

Drag and drop the required fields from the palette on the Start node, after which it will be available, and a window will appear. For example: Here, the Static Choice field is used.

Add the following details:

• Name: Type the name of the field.
• Variable Name: The variable name will get auto-filled as per the name.
• Prompt Message: Provide the question to be prompted to the requester. You can also insert a placeholder that will display information automatically as per the selection. For Example, You can select an option or type a question.
• Confirm Message: Provide a confirmation message to be prompted to the requester. You can also insert a placeholder that will display information automatically as per the selection. For Example, you can select an option or type a question.
• Retry Count: Enter the number of times a message should be displayed to the requester. For Example, If the Retry Count is set to 2 when the agent asks to select the option or type a question, and the requester enters an invalid response multiple times, an error message, “Select an appropriate option” will appear, twice to the requester.
• Options: Enter the Key and value for the chosen type of input. For Example, Key: Create Request and Value: Create Request. To add more options, you can use the Add link.

Once done, click on Add, and the field gets added to the Flow. To delete the elements, hover the mouse pointer on the specific node, and click the Delete icon as shown below:

For other fields like Text Input, Date, and Reference Choice, you can provide the below additional parameters:

• Input Type: Select the text input type. The available options are Integer, Mobile Number, Email, Alpha Numeric, and Alpha. You can also search for the same.
• Date Input Type: Select the date input. Options are Date, Time, and Date. This field applies to the Date field.
• Reference Choice Type: Select the choice type from the dropdown. This field applies to the Reference Choice type.

3. In the Bot Response, select the type of responses. You can set Text and Multiflow types of agent responses from here.
   Multiflow field is used while taking decisions and configuring another flow.
   Drag and drop the Multiflow field from the palette on the Ask things node, after which it will be available, and a window will appear. For example: Here, the Multiflow field is used.
   Add the below details:
   • Name: Type the name of the bot response.
   • Variable Name: The variable name will get auto-filled as per the name.

   Once done, click on Add, and the field gets added to the Flow.

For the Text field, you can provide the below detail:

• Response: Provide a response message to be displayed to the requester. You can also insert a placeholder that will display information automatically per the selection.

4. In the Utility, select the desired Utility, drag and drop it on the Decision node, after which it will be available, and a window will appear. For example: Here, the Decision Utility field is used.
   Add the below details:
   • Name: Type the name of the Utility.
   • Variable Name: The variable name will get auto-filled as per the name.
   • Condition: Select the condition based on which a decision is to be taken; accordingly, other activities will be taken in the Flow. You can also add more conditions by clicking the plus icon.
   • Add Condition Group: Select to add a group of conditions based on which the result will be displayed. Click Remove All Conditions to delete the applied condition(s).

Once done, click Add, and the field gets added to the Flow.
Similarly, add 2 more Decision Utilities on the Decision Flow node and name them Open Request Flow and Pending Approval.

5. Add Chat flow Utility to the Decision Utilities.
   Drag and drop the Chat Flow Utility on the Create Request node, and the below popup appears.

Add the below details:

• Name: Provide the name.
• Variable: The variable name will get auto-filled as per the name.
• Chat Flow: Select the chat flow to be used from the dropdown. It displays the already created chat flows.

Once done, click Add, and the field gets added to the Flow.
Similarly, add 2 more Chat Flow Utilities on the Pending Approval and Open Request nodes, respectively, and name them Pending Approval Chat Flow and Open Request Chat Flow. The Greeting Chat Flow is created as shown below. You can also test and preview the chat flow using the Preview button if required.

6. Similarly, you can add other utilities like:

Action: Add this field when an action is to be taken on a request or a service request.

• Name: Provide the name.
• Variable Name: The variable name will get auto-filled as per the name.
• Module: Select the module on which the action is to be performed. Options are Request and Service Request. If Request is selected, Action Type will be available. If Service Request is selected, Service Catalog will be available.
• Action Type: Select the action type for the Request module as ‘Create.’ The Request will get created using this field via Chatbot. Also, once the Request is created, you can click on it and view the request details in the portal.
• Service Catalog: Select the Service Catalog from the dropdown.
• Mapping Field: Select the Key and value based on which information will be displayed to the requester.
• Output Field: Select the Key (values) displayed to the requesters. Example: Subject and Status.

Plugin Action: Add this field when a plugin is required to be shared with the requester.

• Name: Provide the name.
• Variable: The variable name will get auto-filled as per the name.
• Plugin: Select the plugin to be provided to the requester. To add plugins, Go to Admin> Automation> Integrations.

Search: Add this field when a Search is performed in the Flow.

• Name: Provide the name.
• Variable: The variable name will get auto-filled as per the name.
• Module: Select the module in which the search is to be performed. Options are Request, Approval, and Service Request.
• Condition: Select the condition based on which the required response will be searched in the Flow. You can also add more conditions by clicking the plus icon. To delete, click the Delete icon.
• Add Condition Group: Select to add a group of conditions based on which the result will be displayed. Click Remove All Conditions to delete the applied condition(s).
• Output Field: Select the Key (details) displayed to the requesters. Example: Subject and Status.
• No Data Message: Provide the message displayed when no information is found. You can also insert a placeholder in this field. For example: No Records Found.

Go To: Add this field when you want to direct the requester to a particular step in the flow. For example: If you want the user to go to  the previous step, you can use this utility.

• Name: Provide the name.
• Variable: The variable name will get automatically filled as per the name.
• Go to Step: Select the node (step) to which the requester will be redirected. Example: If there is no suitable response, the Virtual Agent will display the initial message.

Transfer Chat: Add this field when the chat is to be transferred directly to a technician in the Flow.

• Name: Provide the name.
• Variable: The variable name will get automatically filled as per the name.
• Response: Respond displayed when transferring the chat to the technician. The requester can then directly chat with the technician. You can also insert a placeholder that will provide your Name, Email, and Agent name.

6. Click the Train Model button. The Virtual Agent will get trained automatically with the latest Chat Flows and respond accordingly to the requesters.
   The Virtual Agent will now respond to the user using the configured Chat Flow.

Settings

The Settings popup allows you to enable or disable a Virtual Agent. Also, you can set the greeting and fallback flow from here.

• Allow Virtual Agent Support: Enable or disable the flag to start using the Virtual Agent support. Once enabled, it will be available at the bottom-right corner of the ServiceOps Support Portal after sign-in.
• Greeting Flow: Select the desired greeting flow to be used by default. For example: When you sign-in, the Virtual Agent displays a message “Hello, how can I help you?”.
• Fallback Flow: Select the desired fallback flow to be used when the agent is unable to search for a suitable response.

Once you have configured the above parameters, click Save to make the changes live.

Train Model

The Train model allows you to train your Agent with the new chat flows created and implemented.

Enable or disable any chat flow and click the Train Model button. The Agent will get trained automatically with the latest chat flows and respond accordingly to the requesters.

Manage Variable

This enables you to manage the variables of the Virtual Agent. Variables are fields that contain values which can be displayed to the requester at run time. You can create variables as and when required. For example, If you want to view the chat representative’s name, you can type the question in the chat and the system will respond with the name. This name is the value that is associated with the variable.

To view the variables, click on the Manage Variable button, and a window appears. It displays the list of existing created variables.

You can create a variable by clicking Create, entering the required fields, and saving it. Once saved, the variable is available in the form of a placeholder at the time of inserting fields in the chat flow.

Slack App Config

The Slack App Config page allows you to integrate the Slack client application with the Virtual Agent. This enables the Virtual Agent to send responses to the requester over the Slack application.

To integrate the Slack application, configure the below parameters:
Enabled: Shows if the Slack App functionality is enabled/disabled. If enabled, the below configuration will be available. By default, Disabled.

1. Domain Name: Provide the name of the domain on which the application will be used.
2. Client ID: Provide the ID of the Slack client.
3. Client Secret: Provide the secret ID of the Slack client.
4. Sharable URL: This is the shareable URL received from the Slack client. Once configured, the Virtual Agent can send responses to the Slack application.

To learn more about configuration in the Slack application, refer to the link SLACK CONFIGURATION.

Teams App Config

The Teams App Config page allows you to integrate the Teams client application with the Virtual Agent. This enables the Virtual Agent to send responses to the requester over the Teams application.

To integrate the Teams application, configure the below parameters:
Enabled: This shows whether the Teams App functionality is enabled. If enabled, the below configuration will be available. By default, Disabled.

1. Client Id: Type the ID of the client application.
2. Password: Type the password.
3. Attachments: Attach any files if required. Once configured, the Virtual Agent can send responses to the Teams application.

To learn more about configuration in the Microsoft Teams application, refer to the link TEAMS CONFIGURATION

Telegram App Config

The Telegram App Config page allows you to integrate the Telegram client application with the Virtual Agent. This enables the Virtual Agent to send responses to the requester over the Telegram application.

To integrate the Telegram application, configure the below parameters:

Enabled: This shows whether the Telegram App functionality is enabled. If enabled, the below configuration will be available. By default, disabled.

1. Client Id: Type the ID of the client application.

To learn more about configuration in the Telegram application, refer to the link TELEGRAM CONFIGURATION.

Facebook Messenger App Config

The Facebook Messenger App Config page allows you to integrate the Facebook Messenger client application with the Virtual Agent. This enables the Virtual Agent to send responses to the requester over the Facebook Messenger application.

To integrate the Facebook Messenger application, configure the below parameters:

Enabled: This shows whether the Facebook Messenger App functionality is enabled. If enabled, enter the Client Id of the application. By default, it is disabled.

WhatsApp Config

WhatsApp is a chat application to communicate on the go. Using WhatsApp for incident creation and management will become easier if you integrate the ServiceOps with WhatsApp. Once combined, you can generate or review requests from WhatsApp without signing in to the Support Portal or accessing the chat agent from the portal. In this case, WhatsApp Business Account is used for integrating WhatsApp with ServiceOps.

Such integrations provide programmable communication tools for sending and receiving messages, and performing other communication functions using its web service APIs.

To integrate the WhatsApp application, configure the below parameters:

Enabled: This shows whether the WhatsApp functionality is enabled. If enabled, the below configuration will be available. By default, disabled.

1. Client Id: Paste the Client ID (permanent token) copied from the Meta for Developers page.
2. Phone number ID: Paste the Phone number ID copied from the Meta for Developers page.
3. Access ID: Enter the Access ID using which a connection will be established between the Facebook and ServiceOps. The ID can be any text or combination of text and numbers. For example: Hello. Use this same Access ID in the Verify token field while editing the Webhook Callback URL.
4. Once done, click Update.

To learn more about configuration in the WhatsApp application, refer to the link WhatsApp Integration with ServiceOps v.1.1.

Chat

The Chat support allows immediate and extended support on live basis. If any user needs an urgent solution to a problem, the chat support becomes a benefit. For example, if a requester needs help or guidance for some queries, one can use chat for instant help. This feature is disabled by default and user needs to enable it.

To view the Chat page, navigate to Admin > Support Channel > Chat.

The page provides the following options:

• Allow Chat Support: Enable or disable the flag to start using the Chat Support. Once the chat engine is enabled, it will get reflected on the Panel.

• Allow Collaboration Support: Enable or disable the flag to allow technician to technician conversation. If this flag is disabled,
  • Enable: Technicians can have a conversation with Requesters as well as peer Technicians.
  • Disable: Technicians cannot chat with other technician. Only Requester to technician will work.
• Technician: Select the desired technician you wish to add for the live support. You can add multiple technicians.
• Technician Group: Select the desired Technician Group you wish to add from the dropdown list.
• Welcome Message: Enter the message you want the Requester to view when a chat is started in the form of a Welcome Message.
• Missed Message: Enter the message you want the Requester to view when a chat is missed.
• Timeout: Enter the time duration within which if a chat is not answered then it will be marked as Missed. Timeout must be 30 seconds or more.

Once you have configured the above parameters, click Update to make the changes live.

Chat Console

The Chat Console consists of mainly 4 tabs:

1. Requester Chat: Displays the pending, ongoing, missed, and completed chats of the requesters.
2. Collaborations: Displays the technicians with whom the chat is collaborated.
3. Virtual Agent: Displays the requester chats via virtual agent.
4. Unanswered Bot Response: Displays the messages and their count which the bot was unable to answer.

Requester Chat

This tab displays the chats of the requesters according to their status like pending, ongoing, missed, and completed.

1. Pending: Here, the pending messages will show up for responding.
2. Ongoing: Here, the ongoing chats with Technicians/Requesters show up chronologically. You can close the chat using the Close button. Also, you can view the chat history using the View icon (eye).

3. Missed: Here, the missed chats from Technicians/Requesters show up. You can view the missed messages using the View Icon (Eye).

4. Completed: Here, all the completed chats can be viewed.

Collaborations

This tab displays the technician with whom the collaboration took place for resolving the requests. Here, you can also view the their chat history using the View icon (eye).

Virtual Agent

This tab displays the requesters who have raised their requests via the Virtual Agent. You can also view their chats using the View icon (eye).

Unanswered Bot Response

This tab displays a list of responses that the bot could not answer along with their count.

Chat Window Options

There are few features which can directly be used from the Chat Window itself.

1. Claim Chats: This feature allows the selection of Technician to respond to the Chat Request. As soon as a chat request is received, a pop up notification appears on the top of the page. Any technician that is Online and available can claim the chat request.

2. Attach Files: This feature allows to send images, documents, or SOP for a particular request to the requester or technicians while the chat is ongoing for the smooth and better understanding. Technician can choose the file from the computer and attach it.

3. Transfer Chat: This feature allows the transferring of the ongoing chat to another technician. From the chat window itself the technician can select the desired person to transfer the chat.

4. Create Request: This feature allows creating a request while the chat is ongoing.

Support Portal

This sub-menu enables you to manage and control the behavior what requesters can do. The changes applied here will be reflected in the Support Portal.

To view the Support Portal page, navigate to Admin > Support Channels > Support Portal.

The settings are:

• Allow Guest Requester to Report a Request: Enable to allow the guest requester to create a request on the Support Portal.
• Allow Requester to Create Incident on Behalf of Other Requester: Enable to allow the requester to create an incident on behalf of another requester. By default, it is disabled. If enabled, the field Requester becomes editable while creating an Incident.
• Allow Requester to Request Service On Behalf Of Other Requester: Enable to allow the requester to create a service request on behalf of another requester.
• Show Suggested Knowledge while creating new Request: Enable to view the the suggested knowledge while creating a new request. The knowledge will be listed as per the keywords entered in the subject of the request.
  Note: If Managed Services Provider feature is enabled, the Suggested Knowledge will appear specific to the company in the Support Portal.
• Allow Requester To Submit Feedback: Enable to allow the requester to submit a feedback once the request is closed or resolved. If enabled the Feedback button will appear on the Request Details page. The feedback can be given based on the Feedback Setting.
• Show Approvals tab (in Request Detailed View) in Support Portal: Enable to allow the requester to access the Approvals module. If enabled, the Approval tab will be available in the Request Details page of the Support Portal. If disabled, the menu will be unavailable. By default, it is disabled.
• Allow Requester to Link Asset: Enable to allow the requester to link assets with the request. The Link Assets button will be available in the Linked Assets tab of the Request Details page.
• Allow Requester To Access Knowledge: Enable to allow the requester to access the Knowledge module. If disabled, the menu will be unavailable.
• Allow Requester To Access Service Catalog: Enable to allow the the requester to create service requests. If disabled, the option Create Request Service will be unavailable.
• Allow Requester To Access My Approvals: Enable to allow the requester to access the My Approvals menu. If disabled the menu will be unavailable.
• Allow Requester to Access My Assets: Enable to allow the requester to access the My Assets module. If enabled, the below option will be available. If disabled, the My Assets module will be unavailable.
  • Allow Requester To View Barcode / QR Code: Enable to allow the requester to view the barcode or QR code of the asset on the list page.
• Allow Requester To Access My Changes: Enable to allow the requester to access the My Changes module. If disabled, the module will be unavailable on the portal.
• Allow Self Registration: Enable to allow  the requester to self register. If enabled, select the type of registration.
  • Registration Type: Select the type of registration as Allow Everyone or Set of Domains.
    • Allow Everyone: If selected, all the requesters will be allowed to do self registration.
    • Set of Domains: If selected, add the domains whose requesters you want to allow to self register in the portal.

• Allow Requester to Close Request: Enable to allow the requester to close the request.
• Allow Requester to Reopen Closed Request: Enable to allow the requester to reopen the closed request. If enabled, select the Grace Period till which the closed request can be reopened. Once the set period expires, the Reopen Request option will get disabled. You can set the Grace Period as Unlimited or Days. If Days is selected, enter the Number of Days till which the request can be reopened.
• Allow Requester to Reopen Resolved Request: Enable to allow the requester to reopen the resolved request. If enabled, select the Grace Period till which the resolved request can be reopened. Once the set period expires, the Reopen Request option will get disabled. You can set the Grace Period as Unlimited or Days. If Days is selected, enter the Number of Days till which the request can be reopened.

Once done, click Update and the settings will get applied.

Emails

Emails are used for sending and receiving notifications when any event occurs. This can be achieved by configuring the email server in the ServiceOps Portal.

The benefits of setting up the email server are:

• Requesters can create requests using the email.
• ServiceOps can send Email Notifications and Announcements.

Whether self-hosted or cloud-hosted, you can add any email address to the system using the email protocols like: SMTP, MAPI, POP3, and IMAP.

To view the Emails sub-menu, navigate to Admin > Support Channel > Emails.

It consists of three tabs:

• Outgoing Email Servers: You can configure the email address from which the system will send emails.
• Incoming Email Servers: You can configure the email address from which the system will receive emails.
• Email Preference: You can configure the settings for email.

Outgoing Email Servers

This enables you to configure the email address from which system will send the email notifications. You can have multiple Outgoing Email servers.

To create a new server, click on the Add Outgoing Email Servers button at the top-right corner of the page, and a side popup appears.

Enter the following details:

Once done, click the Test Connection button to verify whether the email server is connected. Click Save and the Outgoing Email Server gets added.

In case, you get the error “Error while authenticating the SMTP server. Please verify server name, port, and credentials.”, verify whether the SMTP option is enabled in your mailbox’s app settings.

To enable, follow the below steps:

1. Sign-in to your Microsoft 365 Admin Center with admin account.
2. Navigate to Users > Active Users, click the desired email address, and a popup appears.
3. On the Mail tab, click the Manage email apps link below the Email apps section.

4. Select the option Authenticated SMTP as shown below.

Incoming Email Servers

This enables you to configure the email address from which the system will receive email notifications. You can have multiple incoming email servers.

To create a new server, click on the Add Incoming Email Servers button at the top-right corner of the page, and a side popup appears.

Enter the following details:

Once done, click the Test Connection button to verify whether the email server is connected. Click Save to add the Incoming Email Server.

Email Preference

This tab enables you to set the email configurations. The settings are:

• Enable Email to Ticket: Allow users to create a new request by sending an email. If enabled, a requester can send an email on the email address configured in the Incoming Email Server. The subject of the email will become the Subject of the Request and the Content will become the Request Description.
• Use ‘Reply-To’ email address to create Requester?: If the requester has configured a ‘reply-to’ email address, the system will create the requester account using the ‘reply-to’ address. Else, the system will create the requester using from email address.
• For forwarded emails by Technicians, consider original sender as Requester: If the ticket is in the form of a forwarded email by a technician, enabling this flag will consider the original sender as the Requester.

Task Types

This page enables you to manage the task types used in the entire application. You can add, edit, delete, and re-arrange the order of the task types as per requirement.

Here, you can do the following:

• View and edit the default task types.
• Add and manage the Custom Task Types.
• Re-order the Task Types using drag and drop.

Add Task Type

To add a custom task type,

1. Click the Add Task Type link.
2. Enter the Name of the task type.
3. Click Save.
4. Once added, you can edit or delete the custom task type. But, the default task types can only be edited and not deleted.

Application Maintenance

Maintenance in business premises comprises of front end as well as backend processes. It includes all, for example Logs, Database, Licensing, Indexing, etc.

To view the Application Maintenance page, navigate to Admin > Organization > Application Maintenance.

The page consists of the following tabs:

Data Indexing

Data indexing is a backend process and happens behind the GUI, i.e. in the Database part of the Application server. The arrangement of available modules is fixed when installed. But at a later stage when the application is upgraded or updated to a latest version, data Indexing is required for synchronizing the old and latest data.

For example, after up-gradation, the total number of requests visible on the List page would not include the older requests, as they need the re-indexing in the backend. Thus, re-indexing would update the database and rearrange all the requests, including the newer as well as the older.

You can either select All Modules or Single Module for data indexing.

Language Preference

Language Preference allows you to select the preferred language of the portal.

The page displays a list of all the languages that the application supports. Implementation/Support team member can select the particular language and update the form. By default, English Language is selected and not allowed to remove.

If previously selected language is removed, then existing data will not be impacted, but on the change of language preference list only enabled languages will be displayed.

Database Backup

Taking backup of the database is a good practice. It proves helpful when something goes wrong and you to need to restore the old data.

The tab provides the following options:

1. Backup Now: You can take the backup of the database manually by clicking this button. Once clicked, it will get displayed in the table which you can later download if required.
2. Schedule: You can schedule the time when the backup is to be taken.
3. Database Backup Settings: You can configure the settings for taking backup.
4. Download Backup: You can download the backup of the database. It gets downloaded as a zip file.
5. Delete the Backup: You can delete the backup if not required.

Schedule Backup

A schedule automatically creates a backup after the specified interval and displays it in the list. To set the schedule,

1. Click the Schedule button and a popup appears.

2. Enter the following details:
   Schedule type: Select the type of schedule:
   • Once: Select to run the schedule only once. If selected, specify the date and time when the schedule should run in the Start At field.
   • Daily: Select to run the schedule daily. If selected, specify the date and time when the schedule should start in the Start At field. Also, specify the Time at which the schedule should run.
   • Weekly: Select to run the schedule weekly. If selected, specify the following:
     • Start At: Select the date and time when the schedule should run.
     • Day: Select the day on which the schedule should run.
     • Time: Select the time at which the schedule should run.
   • Monthly: Select to run the schedule monthly. If selected, specify the following:
     • Start At: Select the date and time when the schedule should run.
     • Date: Select the date of the month on which the schedule should run.
     • Time: Select the time at which the schedule should run.
     • Month: Select the month(s) when you want to run the schedule.
3. Once done, click Update.

Database Backup Settings

This enables you to set the path for storing the database backup as well as its retention period. All the changes made here are captured in the Configuration Audit tab.

The settings are:

• Database Backup Path: Select the option where you want to store the backup. The options are:
  • Local: If selected, specify the Folder Path where you want to the store the backup. Once configured, you can check whether the folder is accessible or not using the Check Access button. This is the default path.
  • FTP: If selected, specify the Host name, Username, Password, and Folder Path where the backup is to be stored. Once configured, you can test the connectivity to the FTP server using the Test Connection button.
• Number of Backups to Retain: Enter the number of backups that you want to store. Once the limit exceeds the oldest backup will get deleted first. The default value is 10. The minimum limit is 5 and maximum 99 backups can be retained.

Once done, click Update.

Data Archiving

This tab enable you to set the auto archiving and purging rules of the request data.

Request Auto Archiving Rules

In this section you can configure the rules for the Archiving the Request data. By default the status is disabled. You need to enable it to work.

• You can schedule the archival Once, Daily, Weekly, or Monthly.
• You can view the Last, Next, or Completed Execution time for the archival.
• Using the Edit Icon the desired settings can be changed.

The options vary based on the selection of the Schedule Type. The options are as below:

If Schedule Type is selected as Once, the below fields appear:

1. Start At: It is the start date and time of the archival.
2. Request Status: It shows the ticket status, which needs to be archived. For example, If Closed request tickets needs to be archived or tickets with any status needs to be archived.
3. Eligibility Date: It shows the date status to be considered for the archival. i.e. Closed Date or Created Date. For example, if the Closed Date status is selected then, all the archived requests will be archived according to their Closed Date and same applies for the Created Date.
4. Duration Before: It shows the time duration of the request to be archived. For example, if 90 days is selected, then all the request Closed before 90 Days will be archived. An option of ‘Months’ is also available.

If Schedule Type is selected as Daily, the below fields appear:

1. Start At: It is the start date and time of the archival.
2. Time: It is the time of the day when the archival is to be performed.
3. Request Status: It shows the ticket status, which needs to be archived. For example, If Closed request tickets needs to be archived or tickets with any status needs to be archived.
4. Eligibility Date: It shows the date status to be considered for the archival. i.e. Closed Date or Created Date. For example, if the Closed Date status is selected then, all the archived requests will be archived according to their Closed Date and same applies for the Created Date.
5. Duration Before: It shows the time duration of the request to be archived. For example, if 90 days is selected, then all the request Closed before 90 Days will be archived. An option of ‘Months’ is also available.

If Schedule Type is selected as Weekly, the below fields appear:

1. Start At: It is the start date and time of the archival.
2. Day: It is the day of the week when the archival is to be performed.
3. Time: It shows the time of the day for the archival, when it is to be performed.
4. Request Status: It shows the ticket status, which needs to be archived. For example, If Closed request tickets needs to be archived or tickets with any status needs to be archived.
5. Eligibility Date: It shows the date status to be considered for the archival. i.e. Closed Date or Created Date. For example, if the Closed Date status is selected then, all the archived requests will be archived according to their Closed Date and same applies for the Created Date.
6. Duration Before: It shows the time duration of the request to be archived. For example, if 90 days is selected, then all the request Closed before 90 Days will be archived. An option of ‘Months’ is also available.

If Schedule Type is selected as Monthly, the below fields appear:

1. Start At: It is the start date and time of the archival.
2. Date: It is the date of the month when the archival will be performed.
3. Time: It shows the time of the day for the archival to be performed.
4. Month: It is the month of the year, when the archival will be performed.
5. Request Status: It shows the ticket status, which needs to be archived. For example, If Closed request tickets needs to be archived or tickets with any status needs to be archived.
6. Eligibility Date: It shows the date status to be considered for the archival. i.e. Closed Date or Created Date. For example, if the Closed Date status is selected then, all the archived requests will be archived according to their Closed Date and same applies for the Created Date.
7. Duration Before: It shows the time duration of the request to be archived. For example, if 90 days is selected, then all the request Closed before 90 Days will be archived. An option of ‘Months’ is also available.

Request Auto Purging Rules

In this section you can configure the rules for the Purging the Request data. By default the status is disabled. You need to enable it to work.

• You can schedule the purging Once, Daily, Weekly, or Monthly.
• You can view the Last, Next, or Completed Execution time for the purging.
• Using the Edit icon the desired settings can be changed.

The options vary based on the selection of the Schedule Type. The options are as below:

If Schedule Type is selected as Once, the below fields appear:

1. Start At: It is the start date and time of the purging.
2. Archived Since: It is the time of purging to be performed for requests archived since when (how much time). For example. If 6 months selected, the purging will be done for all the archived requests since 6 months.

If Schedule Type is selected as Daily, the below fields appear:

1. Start At: It is the start date and time of purging.
2. Time: It shows the time of the day for the purging to be performed.
3. Archived Since: It is the time of purging to be performed for requests archived since when (how much time). For example. If 6 months selected, the purging will be done for all the archived requests since 6 months.

If Schedule Type is selected as Weekly, the below fields appear:

1. Start At: It is the start date and time of purging.
2. Day: It is the day of the week when the purging will be performed.
3. Time: It shows the time of the day for the purging to be performed.
4. Archived Since: It is the time of purging to be performed for requests archived since when (how much time). For example. If 6 months selected, the purging will be done for all the archived requests since 6 months.

If Schedule Type is selected as Monthly, the below fields appear:

1. Start At: It is the start date and time of purging.
2. Date: It is the date of the month when the purging will be performed.
3. Time: It is the time of the day for the purging to be performed.
4. Month: It is the month of the year, when the purging will be performed.
5. Archived Since: It is the time of purging to be performed for requests archived since when (how much time). For example. If 6 months selected, the purging will be done for all the archived requests since 6 months.

Product License

This feature allows to Upload the Product License via Portal.

To upload a license,

1. Click on the Upload License button, which prompts for the password.
2. After the password is entered, it redirects to the local access selection of .lic or any .txt file.
3. Successful selection activates the License.

Log Download

This tab enables you to download the logs. You can download the logs of various components by selecting and clicking the Download button.

• Here, you can either download all the Log files using All option or only the particular selected event files.
• It also provides the options to download the Report Log File, Discovery Log File, and Plugin Log File individually.

Urgency

Urgency determines the level of seriousness a ticket should be handled. Higher the urgency the higher is the seriousness of the issue. Lower the urgency the lower is the seriousness of the issue.

To view the Urgency page, navigate to Admin > Organization > Urgency.

Here, you can manage the level of urgency of the tickets. Also, you can edit the urgency name, set any value as default, and change the colors of the urgency values as per the organization’s theme.

Changing the Color

To change the color,

1. Click on the color of the desired urgency and a color pallet appears.
2. Select the color or enter the hexadecimal code.
3. Click Done.

Editing the Urgency Value

To edit the Urgency value,

1. Click the Edit icon next to the desired urgency value.
2. Edit the value.
3. Click the Correct (Green) symbol.

Impact

Impact determines the effect of an issue on the users, department, and business. Greater the impact the greater is the effect of the issue. Lower the impact the lower is the effect of the issue.

To view the Impact page, navigate to Admin > Organization > Impact.

Here, you can manage the impact of the tickets. Also, you can edit the impact name, set any value as default, and change the color pallets of the impact values as per the organization’s theme.

Changing the Color

To change the color,

1. Click on the color of the desired impact and a color pallet appears.
2. Select the color or enter the hexadecimal code.
3. Click Done.

Editing the Impact Value

To edit the Impact value,

1. Click the Edit icon next to the desired impact value.
2. Edit the value.
3. Click the Correct (Green) symbol.