How to view ticketing integration metrics?

Chime integrates with Service-Now ITSM. It allows Chime to create and update tickets for a seeker. To capture Service-Now integration usage, chat session uses following meta data:

  • Ticket.Id: Unique ticket id
  • Ticket.URL: URL for accessing ticket record
  • Ticket.Number: Unique ticket number
  • Ticket.CreatedByChime: Boolean - true of false
  • Ticket.ITSM: ServiceNow, JIRA , Cherwell, Solarwinds, Invgate

This allows Chime to report on integration usage.

Reports are available as Orchard Content Items (JSON payload) from Chime V5 public repository https://teaminstant.visualstudio.com/Chime-Public/_git/ChimeV5-Public-Resources?path=/Reports/Ticketing

Chime report content item (JSON payload) can be imported into a tenant. Steps are as follows:

  1. Download Chime report content item from Chime V5 public repository.
  2. Navigate to Chime Admin -> Configuration -> Import/Export -> JSON import section.

  1. Copy the JSON payload in the provided text area.

  1. Click on Import option.

  2. User will be notified after JSON content item (Recipe) is imported.

  1. Import report will now show up Chime Admin -> Chime Content -> Charts and Reports -> Report Definitions section.

  1. Report can now be accessed and run by Chime Managers.

service-now, tickets, ITSM, charts, reports
bmorris