Previous Topic: Transfer the Assistance Session to Another AnalystNext Topic: Associate an Assistance Session with an Existing Ticket

Live Assistance › Create a Ticket from the Support Automation Analyst Interface

Create a Ticket from the Support Automation Analyst Interface

You can create a CA SDM ticket from the Support Automation Analyst Interface, such as an incident.

To create a ticket

  1. Open an active assistance session.

    The active session appears.

  2. Provide live assistance to the end user.
  3. Select a template, such as SA-Open or SA-Resolved, from the Status drop-down list.

    CA SDM creates the ticket when you close the assistance session by selecting a status.

    Note: Your administrator configures the ticket status types available in Live Assistance.