Chat


Note: The chat functionality is available only in SaaS version.

The chat is an instant-messaging system; it allows immediate exchange of text messages between 2 users through the Product name - ev itsm.png or through a connection between Product name - ev itsm.png and a mobile. This system is based on the XMPP protocol (which allows the exchange of messages between clients in XML format) and the JABBER instant messaging network.

  • Technically, setting up chat requires assigning each user a unique JABBER identifier – or JID – (stored in the User record) secured by a password.
  • In Product name - ev itsm.png, its implementation requires the definition of authorisations for chat at the level of groups.

The chat sessions between authorised users take place through a dedicated mini window, which is accessible:

  • from the notification bar dedicated to chat Chat toolbar.png;
  • from a User entry zone on every Product name - ev itsm.png form (e.g.: Requestor, Addressee, Beneficiary);
        Chat - User zone - Chat action.png 
  • from a mobile (requires specific prior configuration – Open url.png Procedures).

An icon automatically indicates the availability of the selected interlocutors, which shows whether his/her response might be immediate (e.g.: status Available Chat - Disponibility - Available icon.png ) or not (e.g.: status Do not disturb Chat - Disponibility - Unavailable icon.png).

Notes

  • Only a user belonging to a group having access to chat (form Group > checkbox Chat authorised checked) can open chat sessions.
  • Potential chat  speaker must be defined in the contact list. This list:
    • automatically contains all of the users belonging to My groups and My entity;
    • may be supplemented manually by adding users from other groups via a specific icon Chat - User zone - Add contact icon.png on the User entry zones of each Product name - ev itsm.png form;
    • is retained when the Product name - ev itsm.png session is closed.
  • Each chat session is related to the domain of the user who opens the session. His/her interlocutors may be any users in this domain.
             Example documentation icon EN.png Domain of the user = Europe
                   ==> His/her potential interlocutors = all users of this domain and its lower levels, such as United Kingdom, Italy, ...
  • The JABBER identifier – or JID – (used for a chat with a mobile client) breaks down as follows in Product name - ev itsm.png:    login_CompanyName@easyvista.com/CompanyName
    • login: user's login in Product name - ev itsm.png, with a numeric increment in case of duplicates
    • CompanyName: defined by the administrator when the company is created in hosted mode; cannot be modified
               Example documentation icon EN.png gadam_easyvistademotest@easyvista.com/easyvistademotest
  • The JID is secured by a password generated automatically by Product name - ev itsm.png. The user must change it (via the User information zone) only if he/she wants to launch a chat session with a user using a mobile (Open url.png Procedures).

Caution

  • By default, a group does not have access to chat. To give it access, go to the Group form and check the box Chat authorised.
  • Chat is not activated for new groups and new users imported through an import operation. For chat relationships with these users to be created in Product name - ev itsm.png, they must first be declared in the messaging server: to do this, launch the action Administration > Synchronisation upon each new import.
  • The history of messages in chat sessions is re-initialised when you close your Product name - ev itsm.png session.

Best Practice big icon.pngBest Practice

  • To quickly add an interlocutor who does not belong to your contact list, go to the directory of employees. Display the form and click Chat - User zone - Add contact icon.png alongside the name of the user (Note: not available if the user is not part of any group for which chat is authorised).
             Chat - User zone - Quick add contact.png 
  • The chat window is not contextual to the form from which you send a message; if necessary, remember to mention the reference to the object concerned (e.g.: the incident number).

Screen description

The notification bar dedicated to chat

         Chat toolbar.png

Availability icon (e.g.: Chat - Disponibility - Available icon.png): 

  • In the notification bar, indicates the availability of the connected user according to 4 possible statuses.
             Chat - Disponibilities window.png
  • In the contact list and on all the User entry zones of forms, indicates the availability of the interlocutor, which allows its response time to be estimated (e.g.: immediate if the status is Available; later if the status is Do not disturb).
  • The icon is updated in real-time every time the user changes their status.
  • The availability statuses are managed automatically by Product name - ev itsm.png except for the status Chat - Disponibility - Do not disturb icon.png Do not disturb always set manually by the user.
  • All of the automatic statuses can be forced manually by each user via the notification bar.
  • A user connected to Product name - ev itsm.png receives all messages even if his/her availability status is different to Chat - Disponibility - Available icon.png Available.
  • A user who is disconnected from the Product name - ev itsm.png sees the messages received when he/she reconnects to the application.
  • The availability status remains active until the end of the Product name - ev itsm.png session. At the next connection, it takes the default value Chat - Disponibility - Available icon.png Available.

Chat session creation icon Chat - Create session icon.png : Initiates a new chat session between the connected user and an Product name - ev itsm.png interlocutor.
         Chat - Contacts list.png
 

  • By clicking the icon, the list of all contacts with whom a chat relationship is possible is automatically displayed:
    • all of the users belonging to My groups and My entity;
    • all of the users added manually via Chat - User zone - Add contact icon.png on a User zone of a form (Note: You can update this list via the User information zone).
  • Click on the name of one of the contacts to open the associated chat window and send a message to him/her.

Chat session consultation icon Chat - Consult sessions - One session icon.png  or Chat - Consult sessions - Several sessions icon.png:

  • Chat - Consult sessions - One session icon.png if a single chat session is ongoing: click to open the associated chat window.
  • Chat - Consult sessions - Several sessions icon.png if several chat sessions are ongoing with different interlocutors: click to display the list of interlocutors, then select the desired one to display the associated chat window.

         Chat - Consult sessions - List.png

  • A counter Chat - Consult sessions - Counter icon.png is superimposed on the consultation icon when new messages have been received:
    • incremented automatically by one unit when a new message is received on ongoing chat sessions or on new sessions (new interlocutors):
    • decremented automatically when each new message is read;
    • name of interlocutor displayed in black: no new message;  name displayed in red: new message received.

         Chat - Consult sessions - List with messages.png 

Chat action on a User zone of a form

Click on Down icon.png alongside the User zone and select the action Chat - User zone - Chat action icon.png.
         Chat - User zone - Relation chat available.png

  • If a chat session is ongoing for this interlocutor, the message history is automatically displayed.
  • If the action is not available:
    • either the interlocutor does not belong to any group authorized for chat; in this case, no chat relationship is possible:
               Chat - User zone - Relation chat not possible.png
       
    • or the interlocutor belongs to a group with chat authorization but that does not belong to My groups or My entity; in this case, you must manually establish the chat relationship via Chat - User zone - Add contact icon.png:
               Chat - User zone - Quick add contact.png
      • the icon is automatically replaced by the one identifying the current availability status of the interlocutor; 
      • the action Chat - User zone - Chat action icon.png becomes available; 
      • the interlocutor is added to your contact list.

The chat window

         Chat - Chat window.png

The upper part of the window displays all of the messages exchanged between the connected user (whose name is shown in blue) and the interlocutor mentioned in the window header (whose name is shown in red). The lower part is used for entering and sending the message.

  • The messages are classified in increasing chronological order (the last message is displayed at the bottom of the list).
  • The interlocutor's availability icon is displayed in the window header (e.g.:Chat - Disponibility - Available icon.png ); it is updated in real-time every time the interlocutor performs an action on it.
  • To reduce the window, click on Minimize window icon.png: you can bring it back by clicking again on Chat - Consult sessions - One session icon.png .
  • To close the window, click on Close window icon.png:
    • the chat session with the interlocutor no longer appears in the list when you click on Close window icon.png;
    • the message history is retained and re-displayed when you re-open a chat session with this interlocutor via Chat - Create session icon.png.

Procedures

How to use the chat

  1. Initiate a new chat session with an interlocutor.
  • Either use the notification bar: click on the icon Chat - Create session icon.png then in the list of your contacts, select the desired interlocutor: the chat window associated with the interlocutor opens.
             Chat - Contacts list.png
  • Or go to a User zone on a form: click on Down icon.png alongside this zone, then select the action Chat - User zone - Chat action icon.png: the chat window associated with the interlocutor opens.
             Chat - User zone - Chat action.png
    • If the icon Down icon.png is not displayed, it is an interlocutor with no chat authorisation.
    • If the action Chat - User zone - Chat action icon.png is not available, manually add the interlocutor to your contact list: click on Chat - User zone - Add contact icon.png then on OK in response to the message Add to my circle of friends.
               Chat - User zone - Quick add contact.png

2. Read and enter your messages via the chat window.

  • In the notification bar click on Chat - Consult sessions - One session icon.png or Chat - Consult sessions - Several sessions icon.png (Note: A counter appears on the icon – e.g.: Chat - Consult sessions - Counter icon.png  – if you have received a new message).
  • If you have several chat sessions ongoing (icon Chat - Consult sessions - Several sessions icon.png), select the desired interlocutor from the list of sessions.
             Chat - Consult sessions - List with messages.png
  • Enter your message in the lower part of the chat window, then click on Send.

3. You can change your availability status at any time:

  • in the notification bar, click on the availability icon (e.g. Chat - Disponibility - Available icon.png);
  • select the desired status: the icon is automatically updated in your notification bar and on the contact lists of all the users connected to Product name - ev itsm.png.

         Chat - Disponibilities window.png
 
4. Close the chat window and the ongoing chat sessions.

  • To minimize the window, click on Minimize window icon.png. Click on Chat - Consult sessions - One session icon.png to re-open it.
             Chat - Chat window - Heading.png
  • To completely close the window and close the session with the interlocutor, click on Close window icon.png. Click on Chat - Create session icon.png to re-open a chat session with this interlocutor: the message history is re-displayed.

5. You can update your contact list that you added manually at any time:

  • open the User information zone;
    Fundamentals - User management zone.png
  • click on the action My Private Contact List;
  • check the contacts you want to remove and click on Delete.

How to connect to the chat with a mobile

Note: This procedure must be carried out only before the first connection to Product name - ev itsm.png chat.

1. In Product name - ev itsm.png, change the chat password that was automatically assigned to you:

  • open the User information zone;
    Fundamentals - User management zone.png
  • click on the action Change my password (chat);
  • enter your Product name - ev itsm.png password, then enter and confirm your chat password.

2. From your mobile, download the chat application for your client from the online platform.
3. Configure the application on your mobile.
         Example documentation icon EN.png Configuring the Xabber messaging client under Android
          Chat - Configuring mobile.png3"

  • Username: Your JABBER identifier – or JID – stored in the Product name - ev itsm.png User form.
  • Password: Your chat password. 
  • Server: URL of the Product name - ev itsm.png server.
  • Resource: Name of your company as it was defined by the administrator when the company was created in hosted mode.
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Last modified by Unknown User on 2018/10/05 11:06
Created by Administrator XWiki on 2013/11/19 14:52

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