Teaching through experience
If you are in IT support then you can facilitate incident resolution from within Microsoft Teams. It’s best to enable agents to use swarming and to interact with other agents and the ChatOps bot in Microsoft Teams channels.
This will need to be configured by an administrator in order to communicate through your Microsoft Teams channels. Command options in the Microsoft Teams chat enable agents to use the ChatOps bot to interact with other agents and in a group conversation, provide assistive behavior, respond to commands and natural language requests, and update incidents from the chat directly.
Ensure that you have the following access and requisite information:
You can collaborate with other agents who are a part of the channel in a swarming session to discuss an incident. You can share the details of the incident and discuss a possible resolution.
The ChatOps bot responds to the following commands in the Microsoft Teams channel:
Allen has recently joined as a Technical Support Agent in Calbro Services and is a member of the IT Services department. He has been added to the IT Services Team channel in Microsoft Teams.
Allen has been assigned a high-priority incident with the summary as Unable to send or receive email. Since it is a high priority issue, he decides to use the Teams channel to get help for this issue.
Update incident status
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