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Collaboration Session Close Reason

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Article ID: 203555

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

The queuing mechanism for Service Point users:

When the business users reach out for live support, this queuing mechanism will ensure they get appropriate support from related analysts.

There is a new table called chat_session, and it has a column called session_close_reason.

It is intended to store the Session Close Reason.

Environment

Service Management 17.3

Resolution

See below what each Session Close Reason means:

ANA Analyst closed the session
BU Business user closed the session
STO Chat session timed out
AST Analyst session timed out
BST BU session timed out
CL Ticket closed
QNF Queue Not Found