Administering Support Automation › Support Automation Analyst Administration › How Analysts Provide Live Assistance

How Analysts Provide Live Assistance

Analysts provide Live Assistance to end users by using the Support Automation Analyst Interface. Analysts handle end users routed to their queues, manage assistance sessions, and join sessions where they have permission.

1. The end user requests an assistance session from the CA SDM home page, or a ticket, such as an incident, request, or issue.
2. The end user joins a queue.

   Note: If the end user joins the session using the link from the analyst email invitation, they bypass the queue.

   You configure CA SDM request areas and issue categories for queue routing.

3. The analyst selects the end user from the queue.
4. The assistance session begins and the analyst provides live assistance.

   Note: If the analyst launches the Support Automation Analyst Interface from the Support Automation tab, no CA SDM ticket is associated with the assistance session.

5. The analyst creates the ticket when closing the assistance session and define the status as SA-Open or SA-Resolved, or they transfer the assistance session to another queue.
6. The analyst closes the session and the end user receives an email notification with the Session Log.

Note: For details about how analysts handle queues and manage assistance sessions, see the Online Help.