Notes: Offline Conversations with the User

In ASM you can have offline conversations with the user using the "Add Note" capability.

This capability is applicable to ASM HERMES and above.

Please see the following video for a demonstration of the conversation widget:

To view the conversation

View the history of the ticket by clicking the quick link for history, or by scrolling to the bottom of the ticket and clicking the History tab.

To add to the conversation

Click Add a Note from the quick link menu and add a note and/or attachments for the user.

You must check the "Visible in Self-Service Portal" box for the note to be available to the conversation widget.