Collaboration Session Close Reason

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