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 etc...
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:
- Download Chime report content item from Chime V5 public repository.
- Navigate to Chime Admin -> Configuration -> Import/Export -> JSON import section.
- Copy the JSON payload in the provided text area.
Click on Import option.
User will be notified after JSON content item (Recipe) is imported.
- Import report will now show up Chime Admin -> Chime Content -> Charts and Reports -> Report Definitions section.
- Report can now be accessed and run by Chime Managers.
service-now,
tickets,
ITSM,
charts,
reports
Agent