How to modify the behavior or Connect Chat to automatically create an INC upon Chat Accept.


Description

How to modify the behavior or Connect Chat to automatically create an INC upon Chat Accept.

Release or Environment

All

Resolution

  1. Create business rule on chat_queue_entry table. 
  2. As soon as Agent accepts chat, there is an entry gets created chat_queue_entry table.
  3. Business rule should handle mapping of respective fields like short_description, Assigned_to from chat_queue_entry table to incident table. 

Additional Information

Note:- There is no OOB way to handle this scenario. This is customisation question.