Administering Support Automation › Resolve Tickets Using Live Assistance › Resolve the Ticket with a Chat Session

Resolve the Ticket with a Chat Session

Initiate a chat session and the user receives an email notification from CA SDM. This email contains a link to the assistance session and the ticket details. The link opens the Support Automation end-user client on their computer. Chat with the user to determine how to resolve their ticket.

Note: If the End User cannot join the assistance session from the URL, email the user to click Join Analyst Now on the Self-Service home page.

Follow these steps:

1. Click the Chat tab on the Support Automation Analyst Interface.
2. Complete any of the following actions:
   • Select a question, statement, or URL from the Chat Presets drop-down list.
   • Enter text in the chat window and click Send.

     For example, you ask the End User about the network ports they specified during the software application configuration.

   • Push a specific URL to the End User.

     The End User manually opens the link in their browser.