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Information
Chat is another form of support that GRCC IT Support offers. Each interaction must be logged as a ticket in TeamDynamix (TDX).
Environment
- Element 451 Conversations
- TeamDynamix
Process
After a chat session has concluded, create a ticket in TDX based on the interaction type following standard ticketing protocol. As we are unable to provide any confidential information, most tickets will generally be informational.
- If the user interacted with in chat does not exist in TDX, be sure to add them prior to closing out the ticket per the knowledge base article (opens in a new window).
- Document the interaction in the ticket's Description
- To the right of the Chat dialog window, click Bolt Analysis
- Scroll down to the Summary.
- Copy and paste the summary to the ticket's description field
- For all chat tickets, set the ticket Source to Chat.
Note: You may use the Chat Request Template, that will fill in key details such as Source, but be sure to update type and fill in other relevant details.