Clarity Service Management

Expand all | Collapse all

Can analyst use live assistance to invite other analyst and solve issue

Jump to Best Answer
  • 1.  Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-05-2019 03:38 AM
    Edited by Bakhtawar Butt 09-05-2019 03:41 AM


  • 2.  RE: Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-05-2019 11:06 AM
    From the analyst interface there is an "Invite" button at the top that can be used to invite another analyst to join an existing session.



  • 3.  RE: Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-05-2019 11:07 AM
    Thanks @Alexander Perretti for sharing your expertise!​

    ------------------------------
    Paul Coccimiglio
    Principal Support Engineer
    Broadcom Inc.
    ------------------------------



  • 4.  RE: Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-06-2019 01:02 AM
      |   view attached

    In our case invite button is disabled.

     

    I am attaching Screenshot for your reference.

     

     

    Regards,

     

    Bakhtawar Butt

    Officer Technical Service Desk | ITSM Division

    Information Technology Group | MCB Bank Limited

    3rd Floor, MCB Building, Nila Gunmbad , Lahore

     

    Landline: +92 42 323 0 4610 | IPT: 042-4610

     






  • 5.  RE: Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-06-2019 10:11 AM
    @Alexander Perretti - do you have any ideas as to why the INVITE button would be greyed out? ​

    ------------------------------
    Paul Coccimiglio
    Principal Support Engineer
    Broadcom Inc.
    ------------------------------



  • 6.  RE: Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-06-2019 01:32 AM
    SA Access role for Level 2 Analyst is analyst in our case and when we try to open the link which we received in email it gives error.

    Error is as below:

    " You don't have access to launch support automation  End User Client. Please contact your administrator "

    What is the solution for this issue?

    Kindly reply.


  • 7.  RE: Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-06-2019 01:50 AM
    By other analyst i mean live assistance session with analyst not by inviting other analyst to already established session with end user



  • 8.  RE: Can analyst use live assistance to invite other analyst and solve issue
    Best Answer

     
    Posted 09-08-2019 11:09 PM
    Hello Bakhtawar,

    As a general test, I'd recommend with any type of "permissions" issue to try it on a test server with fully open "Administrator" permissions for both parties. Then see if it works.

    * If it works, then it confirms it is a permissions issue, and you can look into that by tuning until you have the level you need.

    * If it fails, then it is not a permissions issue, but something else. (Like a bad form customisation, for example.) Look at other areas, and probably start with checking the logs.

    For the test to work, it must be fully open - no Workshifts other than 24 hours, no Data Partitions etc.


    In this specific case, we know from both Paul and the documentation, that it should be possible to invite another Analyst:

    https://docops.ca.com/ca-service-management/17-2/en/using/support-automation/manage-existing-live-assistance-session#ManageExistingLiveAssistanceSession-InviteAnotherAnalysttotheAssistanceSession

    And this part of the documentation appears to give the levels needed:

    https://docops.ca.com/ca-service-management/17-2/en/using/support-automation/how-to-set-up-live-assistance-for-analysts

    In particular this part:
    - - - 
    Assign the appropriate permission, queues, and tools for the access level.
    • Allow to Join Existing Session.
    - - -

    Both of your Analysts would need this level of access.

    But as above, try first fully opening the access on a test system to confirm that the base functionality works.


    Thanks, Kyle_R.







  • 9.  RE: Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-09-2019 01:26 AM
    SA Access role for Level 2 Analyst is analyst in our case and when we try to open the link which mycfavisit we received in email it gives error. 

    Error is as below: You don't have access to launch support automation  End User Client. Please contact your administrator.


  • 10.  RE: Can analyst use live assistance to invite other analyst and solve issue

     
    Posted 09-09-2019 01:32 AM
    I think the link (mycfavisit) in your response is for something else?

    Anyway, if you try with those parties having full Admin rights, what happens?

    Thanks, Kyle_R.


  • 11.  RE: Can analyst use live assistance to invite other analyst and solve issue

    Posted 09-12-2019 03:24 AM
    i agree with Gerard polly we are also facing same issue.
     You don't have access to launch support automation  End User Client. Please contact your administrator.


  • 12.  RE: Can analyst use live assistance to invite other analyst and solve issue

     
    Posted 09-13-2019 03:28 AM
    Okay.

    Please go through the steps I outlined earlier, and then provide the details of the test that you did and the results. 

    We can't really add a lot without more details, other than to suggest to log a Support issue.

    Thanks, Kyle_R.