Chat with us
The chat functionality in Maximo IT Self Serve allows you to check on an issue by interacting with an AI-powered virtual assistant or a support agent. You can use chat to ask questions, troubleshoot problems, or report a new issue.
Chat options
When you start a chat, it is considered a new issue by default. You can also choose to discuss an existing issue for a faster resolution.
- Existing Issue: If you have an open ticket, Self Serve displays your available tickets. Select one to discuss with a support agent, ensuring quick access to relevant details for faster support.
- New Issue: A virtual assistant will guide you through troubleshooting steps. If needed, you can escalate the issue to a support agent or raise a new ticket.
How to use chat in Self Serve
- Log in to Self Serve.
- To initiate a chat, click on the Chat with us button on the Self Serve homepage.
- Choose if you want to chat about a New issue or an Existing issue.
- If you select New Issue, the system launches a virtual assistant to assist
you based on the configuration. Note: The window will open with a Watson assistant if the system property
com.ibm.ism.watsonchatis set to true (as described in Steps to set System Property to configure Watson. If not, the Live chat window opens. - If no virtual assistant is available, the Live Chat window opens.
- Chat with the virtual assistant about your issue.
- Alternatively, you can click on the Request Live Agent button to switch to a live agent or click on End Chat to close the chat.
- If you choose an Existing issue, select a ticket from table about which you wish to chat and continue with the live agent.
- To close the chat window, click End Chat.
Additional information
- For details on configuring Live Chat in Maximo IT, see Configuring Live Chat.
- To learn how to configure virtual assistants, see Virtual Assistant Configuration.