Self-Service Home Page › How to Request Live Assistance › Chat with an Analyst

Chat with an Analyst

You can chat with an analyst to discuss your CA SDM ticket or whenever you need live assistance. The analyst works to diagnose and fix your computer problem.

To chat with an analyst

1. Click Live Chat in the Customer Service/Request Support section of your home page.

   The Support Automation Live Chat Launch page appears.

2. Complete the appropriate fields, such as Incident area (employees), Issue category (customers) and description.
3. Click Continue.

   The console displays your position in the help queue.

   The end-user client appears, and you can chat with the analyst.

4. If you are in a non-Windows environment, WebChat appears.

   Your administrator can also enable or disable the end-user client in Windows.

Note: If the analyst is unable to resolve your ticket by only using WebChat, CA SDM launches the end user client on your computer and lets the analyst perform privileged actions on your computer. Your administrator can enable or disable this option.