ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

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

book

Article ID: 132613

calendar_today

Updated On:

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:

<Please see attached file for image>

User-added image


Good case screen when everything works:

<Please see attached file for image>

User-added image

 
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>

User-added image

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



 

Attachments

1559050706008000132613_sktwi15okjw43639y.jpeg get_app
1559050704262000132613_sktwi15okjw43639x.jpeg get_app
1559050702150000132613_sktwi15okjw43639w.jpeg get_app