Live Assistance › Associate an Assistance Session with an Existing Ticket

Associate an Assistance Session with an Existing Ticket

You can associate an assistance session with an existing CA SDM ticket. You can also link multiple assistance sessions to a single ticket.

To associate the session with an existing ticket

1. Open an assistance session from the queue.

   The assistance session begins.

2. Click Incident, Associate with Existing from the Sessions menu.

   Note: The administrator configures the ticket type you see in the file menu.

3. Enter the ticket number, click OK.

   The CA SDM ticket page appears.