How does an Analyst handle Collaboration Queue or Active Chats with Service Point users, there is no obvious option available

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Analyst is able to invite a Service Point user to chat via ticket detail/tile screen,  but how can that chat be continued?    An analyst is also not able to type anything in the text field of the chat window.  How can this be fixed? 

The screen does not show the Support Automation Queue name nor the Active  work stream that should normally show up.



Bad case screen:

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Good case screen when everything works:

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The xFlow UI for the Analyst should look like the good case screen for the Analyst to be able to collaborate on existing tickets or monitor the queues to which the Service Point user chats are being sent to.

 

Environment

Release:
Component: XFLOW

Resolution

Support Automation Access List needs to be created/modified to reflect the Support Automation Queues that are to be used by Service Point users / xFlow Analysts as defined here: https://docops.ca.com/ca-service-management/17-2/en/administering/configure-the-xflow-interface/manage-chat#ManageChat-SetUpAccessLevelPermission

<Please see attached file for image>

Once the steps in the documentation link above are completed, xFlow Analyst users and Service Point users should be able to collaborate successfully