Setup IM (Internal Messaging)
ASM can send pop-up notifications (Instant Messages) to Analysts. Analysts are also able to send ad-hoc IM to each other.
IM is not bi-directional at this time. Messages cannot be replied to.
ASM can send internal Message popups to agents for predefined situations such as:
Bulletin Board notifications
Ticket assignment
Ticket Escalation
Request Escalation
Request Assignment
Agents can also send internal messages whenever they wish by Clicking the New icon in the main menu and selecting Message.
To Setup Internal Messaging
For IPK
The IPK Management Security Role must have Available Recipient Checked.
The Agent must have an IPK Management Security role with Available Recipient enabled.
The agent must have System Messaging enabled on the Person record.
Only agents with an IPK Security Role that has Available Recipient checked will receive messages even if the capability is configured elsewhere..
For Requests/Workflow
The Workflow Management Security Role must have Available Recipient Checked.
The Agent must have a Workflow Management Security role with Available Recipient enabled.
The agent must have System Messaging enabled on the Person record.
Only agents with a Workflow Management Security Role that has Available Recipient checked will receive messages.
System Administration Settings
Internal Messaging must be enabled in the System Administration >Messaging options.
Polling Service
The Messaging polling service must be running.
