How to use pipeline action: Solarwinds Ticket Listing?

Overview

Solarwinds Ticket Listing Pipeline Action fetches open incidents for a seeker and allows seeker to associate an existing Solarwinds incident with the chat session. This will allow advisor to easily identify seeker request.

Chime V5 Solarwinds Features

To use Solarwinds integration enable following features

ChimeV5.Ticketing.Solarwinds

ChimeV5.Pipeline.SolarwindsTickets

Solarwinds Instance Configuration

Under Chime Configuration -> Solarwinds tenant admin will need to specify Solarwinds instance URL and token.

Pipeline Configuration

Key: ID/Name of the pipeline item

Next Stage: Pipeline key to which seeker should be moved after they select and associate an incident with the session.

Drop Stage: Pipeline key to which seeker should be moved if they end their chat. Leave this field as blank to end the chat.

Prompt: This field contains title which will appear on ticket listing card.

Footer Text: This is an optional field that displays the input text at the bottom of the ticket list.

Show Associate Ticket Option: Toggle that shows a button when the ticket is selected to associate the ticket with the chat session.

Associate Ticket Button Text: This field contains the associate button label text.

No Result State: Pipeline key to which seeker should be moved if no incidents are found for seeker.

Lookup tickets using Session Meta Data Field: This field is used for searching incidents in Solarwinds. For most cases it should be seeker email address ${Guest.Email}

Ticket Count: This field is used to define the maximum number of tickets displayed in the list.

Open Tickets: Toggle that populates the list with all open, in progress, or assigned tickets.

Resolved Tickets: Toggle that populates the list with all resolved or closed tickets.

Sorting Mode: Method that will be used to sort tickets (Date Create or Date Updated)

Use Mock Data: Toggle that renders a set of mock data in the ticket list.

Idle Timeout Enabled?: This field is used to define the number of seconds before timeout when on the ticket list pipeline stage.

Options: Additional pipeline navigation options can be added to the ticketing card as required (optional).

Seeker Experience

Pipeline shows list of open incidents, clicking on an incident option shows link, description and last updated timestamp.

Associating incident with chat session

Using the Associate Ticket Button to associate incident with session and moves seeker to Next State as specified in pipeline configuration.

Metadata

When a ticket is created, updated, or associated within Chime metadata fields are populated within the chat session.

Ticket.Number
Ticket.Id
Ticket.URL
Ticket.ITSM
Ticket.CreatedByChime

pipeline, tickets, Ticketing, solarwinds

bmorris