Chatting with other agents to resolve an incident using Microsoft Teams

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. 

Before you begin #

Ensure that you have the following access and requisite information:

  • You must have a Chatbot license.
  • You have access to Microsoft Teams and are a member of the applicable channel.
  • You have access to the channel where the ChatOps bot is configured.
  • You must know the ChatOps bot name.

To initiate a chat in Microsoft Teams channel  #

  1. In Microsoft Teams, select a channel.
  2. Interact with the Chatops bot to get information or to update the incident.
    For a list of commands, enter @botName /help.

    The first time you interact with the Chatops bot, you are prompted to verify your Cloud account.
  3. (First interaction) Click the link and perform the validation.

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.

List of commands for ChatOps #

The ChatOps bot responds to the following commands in the Microsoft Teams channel:

KeywordsDescriptionRequires license for cognitive service provider
/swarm <incidentid>Gets a list of agents who have worked on similar issuesYes
/details <incidentid>Gets details about the issue such as summary, status, priority, and notes.No
/relatedknowledge <incidentid>Gets related knowledge articles for the issueNo
/similarincidents <incidentid>Gets incidents that are similar to the issue being queriedNo
/activities <incidentid>Gets the last five activities for the issueNo
Update AssigneeAssigns an incident to a user. You can also use any other natural language instructions to update the assignee. You are prompted for more information such as incident ID and assignee.Example: Update the assignee.Yes
Update StatusChanges the status of an incident. You can also use any other natural language instructions to change the status of an incident. You are prompted for more information such as incident ID and status.
Example: Update the incident status.
Yes
Add ActivityAdds an activity to the incident. You can also use any other natural language instructions to add an activity to an incident. You are prompted for more information to add an activity.
Example: Add an activity.
Yes
/helpGets help about available commands that are supported by the ChatOps application bot. You can also use natural language to seek help.No


Example of using Microsoft Teams channel to resolve an incident #

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.

  1. Allen types @<botname> followed by the slash command to interact with the ChatOps bot. 
  2. Allen uses the /swarm command to check who are other agents who have worked or resolved similar issues earlier.
  3. The bot returns the names of the agents who have worked or resolved similar incidents earlier.
  4. Allen also uses the /similarincidents command to check for incidents similar to the one he is working on.
  5. Allen sees that Francie Stafford worked on a similar incident and is available in the IT Services channel. He requests her for assistance in resolving this ticket.
  6. Francie asks for more details. Allen uses the /details command to get more details of the incident in the chat.
  7. Francie asks Allen to search for related knowledge articles. As he is not sure of the command, he uses /help to get help about available commands.
  8. Allen uses the /relatedknowledge command to check for related knowledge articles and finds a relevant article. 


    Note: The keywords in the knowledge article that match the incident title are displayed in square brackets.
  9. Allen refers to the knowledge article and makes configuration changes in Outlook. He adds an activity note about the changes he has done in the incident.
  10. Allen changes the status of the incident to In Progress by using the Update incident status command.

  11. Allen uses the Resolve status command to change the status of the incident.

    Allen enters a note about the action taken to resolve the issue and changes the incident status to Resolved.

CREDIT: https://docs.bmc.com/docs/smartit2002/chatting-with-other-agents-to-resolve-an-incident-using-microsoft-teams-908203114.html

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