Instant messaging
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‎05-25-2010 06:45 AM
Has anyone integrated with any Instant messaging tool?
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‎05-25-2010 01:51 PM
What are you looking to do, exactly?
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‎05-26-2010 01:51 AM
I am in the process of implementing Service-now.
To start with, we are using it for incident management only - servicing internal and external customers.
We are offering the usual communication channels - web/email/phone.
But, many of our customers are Instant Messenger users and it makes sense to offer this method for communicating with us.
So, ideally, I would like to ...
a. offer a WebChat button on the portal for customer to click to initiate a chat session with one of our agents
b. if no agents are available then it should offer alternative method - e.g. email
c. web chat session should populate a Service-now incident with option to resolve/close at first contact. This could be automatic or initiated manually (click a button) but I would like to get away from copy/paste.
Any advice or suggestions?
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‎05-26-2010 09:32 AM
a. Not a problem. I believe LogMeInRescue has an API you can leverage to initiate a chat/help session. You would have to create a "Content" type service catalog item for this and expose it to your users that way, if you want them to use SNC's Self-Service.
b. You would also be on your own for this piece as well. I don't know if LMIR offers an availability lookup (I'm assuming they do)
c. When exiting the chat session, you should be able to publish a button that will do that. I'm not sure if we allow a browser post to a field on the form to automatically capture the chat logs or if you would have to have to post a field value, and then onLoad run a script to initiate a Web Service call to LMIR to pull back the logs.
For C, check out this Wiki article.. you can set the field values on a new incident by specifying them in the URL:
http://wiki.service-now.com/index.php?title=URL_Components
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‎05-27-2010 09:17 PM
LogMeIn rescue supports HTTP post after the session is ended. Create a processor which will parse the incoming POST request and update SNC. Then in the admin console set the URL for the processor and you are all set.
Amit
