Chats in Self Serve

Self service users can initiate live chats in the Self Serve app. Support agents respond to chat requests from self service users in the classic Maximo IT user interface.

When Self Serve users open chats, they can specify whether to chat about an existing issue, or they can specify a new issue. A window displays a list of open tickets for the user, and the user can select an issue to discuss.

If the user specifies a new issue, the app creates and records a new ticket and a new service request by default.

If a chat request is related to an existing service request or to an incident record that was created in the Maximo IT user interface, the app displays a link to the existing incident or request in the support agent's chat window.

After the chat ends, both the user and the support agent can view information about the chat. For self service users, the ticket that is created during chat about a new issue can be viewed from the My Items page in the Self Serve app.

To implement chat services in the Self Serve app, administrators must configure chats in the Maximo IT interface.

For information about managing and configuring chats, see Configuring Live chat.