INTRODUCTION
Microsoft Teams can be integrated with Vivantio which allows users to create, update and close tickets via a Bot in Teams.
PRE-REQUISITES
In the first instance please contact a member of the Vivantio Support Team (Email: support@vivantio.com or via the Customer Support Portal) or your Vivantio Customer Success Manager (Email: customer.success@vivantio.com) to enable this functionality in your system.
An Admin to the customers Microsoft settings will need to install the Application via a Custom App which Vivantio will provide the correct manifest.zip for the relevant Azure region.
CONFIGURATION
The configuration of the functionality is done in the Vivantio Admin Area > Integration & API > Teams Bot
Navigate to the Tenant Registration Tab and select which Azure Tenants will have access to the Teams Bot > Save
Navigate to the Data Permissions Tab where you will find each of your Vivantio system areas listed
You can select which system areas you would like to be available via the Teams Bot by ticking the box next to the system area name
Under each system area you will be able to select what functionalities the user can perform via Teams via the radio buttons
Please Note: You will need to click the Save button at the bottom of the page to retain your configuration.
FUNCTIONALITIES
Upon opening the Teams Bot the user will be presented with a list of available options which they can click on to select
Create a Ticket
The users request to create a ticket will be sent to Vivantio, and the options of what type of ticket are available will be sent back to the user - the type of tickets available will depend on the local configuration
The type of Ticket the user wants to create will be sent to Vivantio, and then a form will appear for the user to complete and submit. The questions on the form will depend on the local configuration
Once the user has submitted the ticket, they will receive the a response providing them with the Ticket Type and Ticket ID. They will also be asked if they want to create a new ticket or show their tickets
The ticket will appear in the main Vivantio application as usual, the only difference being, in the Ticket History it will state that it has been created via the Teams Bot
Show my Tickets
When the user clicks Show my Tickets they will be presented with all their open tickets.
The user can click on each ticket to view the status and action further.
Add Note to This Ticket
Please Note: The ticket will need to be accepted in the main application before this option becomes available to the user.
When the user selects a ticket they will be given the option to 'Add a Note' to the ticket, depending on the local configuration.
Once the user has added a note via Teams, they will receive confirmation that their update has been added to the ticket, and then asked if they would like to perform another action
The update will appear on the ticket
Closing Tickets
Please Note: The ticket will need to be accepted in the main application before this option becomes available to the user.
When the user selects a ticket they will be given the option to 'Close' the ticket, depending on the local configuration.
Once the user has closed the ticket via Teams, they will receive a question asking why they wish to close the ticket, once answered the ticket will get closed and the information provided by the user will be populated as the 'Solution'.
LIMITATIONS
> The user can create, update and close tickets from Teams, however, updates cannot be sent from Vivantio to Teams to update the user on their tickets.
> This can only be used with internal users currently as the Azure Tenant will need to be registered.