Customizing the Incident Quick Action

1 min

A Service Desk Analyst can create an Incident from the chat session using the Create Incident Quick Action added to the ivnt_Chat business object. This Quick Action can be customized as required.

To customize the Create Incident Quick Action

Open the Configuration console.

Select Build > Business Objects.

In the Find field, enter ivnt_Chat to search for the Chat business object, then select it in the list to open it.

Select the Quick Actions tab. The action designer selection dialog opens.

Select Graphical Action Designer or Classic Action Designer, depending on which designer you prefer to use. Refer to Using the Graphical Action Designer (GAD) or Using the Classic Action Designer (CAD) for more information.

Select Saved Actions.

If you are using an older version of the Classic Action Designer, select Your Actions.

Select Create Incident.

Edit the fields and parameters as required.

Click Save.