Is it possible to send a notification to the analyst from the end user indicating that is available for a live session?

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Article ID: 103170

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



Is it possible to send a notification to the analyst from the end user (different to email notifications) indicating that is available for a live session?

Environment

Release:
Component: USRD

Resolution

Only if the end user opens a live assistance session from the application and if the analyst has support automation window opened then the analyst will see that an end user is looking to have a web session. There is no other method or option for the analyst to determine that there is an end user available in the the application waiting to be attended.

To add this functionality in future release, please create a new idea in CA Service Management community