How to use the chat capability
Service Request Management allows you to view and deal with chat requests from users.
Note To view requests, from the main menu, select Run > Service Request > Requests.
In the list view columns for requests, the following fields related to chat requests are available:
- Chat status Displays the current chat status.
- Chat last request time Displays the time of the last chat request, if any.
To display a field in the record list, click
Columns and then click the field and OK. For more information, see List view in Service Management user interface.
To view chat requests:
To answer chat requests: