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Legacy: Installed with Chat

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Legacy: Installed with Chat

What components are installed with legacy chat.

Demo data is available for legacy chat. The demo data creates a chat queue called Help Desk Chat that is supported by the assignment group Chat Support. Additionally, the Help Desk Chat link is added to the header of the Employee Self-Service portal. To learn more, see Set Up Chat Queues for Help Desk Chat.

Other:

  • Event: A new event called chat.invite is registered to trigger an email notification when users are invited into a chat room.
  • Email Notification: An email notification called Chat Room Invite is added to send when users are invited to a chat room.

Legacy: Fields installed with legacy chat

Legacy chat adds fields.

Display name [Table name] Description
Header

[content_block_header]

Adds the Help Desk Chat link to the ESS portal page.

Legacy: Properties installed with legacy chat

Legacy chat adds properties.

Name Description
glide.chat.invite_fields Comma-separated list of fields used to generate the invites when creating a chat room from a task. The user is presented with check boxes for each of the specified fields to select the invites for the chat room. The fields should be references or glide_lists of sys_user or sys_user_group.
  • Type: string
  • Default value: assignment_group,watch_list
  • Location: Social IT > Chat Administration > Properties
glide.chat.show_emoticons Setting that determines whether to display emoticons in conversations.
  • Type: true | false
  • Default value: true
  • Location: Social IT > Chat Administration > Properties
glide.chat.sound.message_received.mp3 Sound played when a message is received in chat (mp3).
  • Type: string
  • Default value: media/rcvmsg.mp3x
  • Location: Social IT > Chat Administration > Properties
glide.chat.sound.message_received.ogg Sound played when a message is received in chat (ogg).
  • Type: string
  • Default value: media/rcvmsg.oggx
  • Location: Social IT > Chat Administration > Properties
glide.chat.sound.queue_beep.mp3 Sound played when a new user enters the chat queue (mp3). Both this property and glide.chat.sound.queue_beep.ogg must be defined for either property to work.
  • Type: string
  • Default value: media/button_toggle_on.mp3x
  • Location: Social IT > Chat Administration > Properties
glide.chat.sound.queue_beep.ogg Sound played when a new user enters the chat queue (ogg).
  • Type: string
  • Default value: media/button_toggle_on.oggx
  • Location: Social IT > Chat Administration > Properties
glide.chat_room.create_roles Comma-separated list of roles that are allowed to create chat rooms.
  • Type: string
  • Default value: itil
  • Location: Social IT > Chat Administration > Properties
glide.short_poll_delay Short polling delay for XMPP requests. Enter a value in milliseconds. The minimum value is 250. With short polling, the browser sends a request to the server in fixed intervals defined by the property. To minimize performance impact, it is recommended that this value is set greater than or equal to the default value.
  • Type: integer
  • Default value: 1000 (one second)
  • Location: Social IT > Chat Administration > Properties

Legacy: Script includes installed with legacy chat

Legacy chat adds script includes.

Name Description
ChatUtils Provides utilities for chat conversations.

Legacy: Tables installed with legacy chat

Legacy chat adds tables.

Table Description
Chat Actions

[chat_actions]

Defines additional chat window menu items. Access at Social IT > Chat Administration > Actions (administrator and chat_admin).
Chat Channel

[chat_channel]

Stores chat channels, which are chats between members. This table is extended by Chat thread [chat_thread] (a one-to-one chat) and chat_room (a multi-user chat). Extending or modifying data in this table is not recommended.
Chat Channel Member

[chat_channel_member]

Relationship table that associates channels and members. Extending or modifying data in this table is not recommended.
Chat Message

[chat_message]

Stores instant messages sent from any chat window. Extending or modifying data in this table is not recommended.
Chat Presence

[chat_presence]

Stores presence (status) information for a user. Extending or modifying data in this table is not recommended.
Chat Queue

[chat_queue]

Stores the groups and schedules for providing support via instant message. Defined at Social IT > Chat Administration > Queues (administrator and chat_admin).
Chat Queue Entry

[chat_queue_entry]

Stores user requests for live support. Extends Task [task]. On a chat queue record, the Chat queue entries related list displays the entries that are associated with that chat queue. Extending or modifying data in this table is not recommended.
Chat Room

[chat_room]

Stores chat rooms (multi-user chat). Extends Chat channel [chat_channel]. Can be modified if necessary (such as to change a chat room from public to private), but should almost always be managed by system functionality.
Chat Roster

[chat_roster]

Maintains users that are associated with a user's My Friends list. Extending or modifying data in this table is not recommended.
Chat Roster Member

[chat_roster_member]

Tracks users that are members of a chat room. Extending or modifying data in this table is not recommended.
Chat Thread

[chat_thread]

Stores one-to-one chats. Extends Chat channel [chat_channel]. Extending or modifying data in this table is not recommended.
Live Headline

[live_headline]

Sends system messages. For example, the system may send a message when a user enters or leaves a chat room. Extending or modifying data in this table is not recommended.
Live Poll Message

[sys_live_message]

System table that stores and manages chat messages. Extending or modifying data in this table is not recommended.
Live User

[sys_live_user]

System table that stores and maintains chat users. Extending or modifying data in this table is not recommended.
Stores the last live sequence number

[sys_live_last_sequence]

Stores the last sequence ID. Extending or modifying data in this table is not recommended.

Legacy: Business rules installed with legacy chat

Legacy chat adds business rules.

Name Table Description
Chat Queue [Task.active] Updater Chat Queue Entry

[chat_queue_entry]

Sets the chat queue entry Action field to Waiting when the action changes.
SNC - Chat Queue Average Wait Time Chat Queue Entry

[chat_queue_entry]

When a chat queue entry is accepted, calculates the average wait time for the queue by averaging the last 20 chat queue entries.
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