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Configure Incident Management

Prerequisites​

  • ServiceNow users synced in Barista .
  • Users have permission to create/manage incidents in ServiceNow.

Verify Users Synced​

  1. Go to Users > List.
  2. Confirm ServiceNow users appear.
  3. If not, repeat User Sync:
    Integration Hub > ServiceNow > User Sync > enter active=true > Run > confirm.

Enable User Impersonation​

  1. Go to {tenant}.espressive.com/status.
  2. Navigate to Display Settings.
  3. Scroll down to Barista chat.
  4. Enable the toggle Barista For Agents To Use Barista On Behalf Of Employee.
  5. Navigate to Users > List from the side panel menu.
  6. Search for the username: esp.integration.
  7. Click View.
  8. Click Edit.
  9. Click **Administrative Permissions and in the Role field add Agent.
  10. Click Save.
note

Repeat the process for any usernames that will need to impersonate users.

Test Incident Creation​

  1. Navigate to https://[tenant].espressive.com/v2/chat or navigate to https://[tenant].espressive.com.
  2. Click on Get Help.
  3. For Chat v2, click on your initials, and select Impersonate User. For classic Barista, select Options > Impersonate User,
  4. Ask a question in chat and request ticket creation.
  5. Verify:
    • Incident is created
    • Incident bar appears at top with details
    • Link to ServiceNow ticket is visible

Impersonate user

Test Incident Management Features​

  1. Start a new chat.
  2. Ask to "see all open tickets" or "ticket statuses".
  3. Verify that tickets are displayed.
  4. Click a ticket card and verify:
    • Ticket details are correct
    • Options to cancel, escalate, resolve, comment and attach file are available.
  5. Add a comment through the chat.
  6. Go to ServiceNow and verify the comment is visible
tip

Customer-specific field mappings and additional incident options can be configured by contacting your customer service representative to verify Doppio > Integrations > ServiceNow.