Is it possible to disable the chat in Service Point?

Products

• CA Service Management - Service Desk Manager
• CA Service Catalog
• CA Service Desk Manager

Issue/Introduction

Is it possible to disable the chat in Service Point?

Environment

Release : 17.x

Component : XFLOW INTERFACE FOR SDM

Resolution

Service Point 17.2:

There is no configuration available to disable chat between end user and analyst.

 

However, there is a workaround to restrict chat between end user and analyst. Please see and implement the following steps: 

 

https://docops.ca.com/ca-service-management/17-2/en/administering/configure-the-xflow-interface/manage-chat#ManageChat-RestricttheLiveChat

 

The end user would still see the chat icon and it won't stop him from launching chat in Service Point.

 

Service Point 17.3:

The steps are noted in the following link:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-service-point/manage-features.html