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ALVAO for Teams

ALVAO for Teams is an add-in for Microsoft Teams that allows you to:

  • create a new ticket in Alvao from a message,
  • conveniently search for tickets and other useful information,
  • insert links to tickets in the messages you send,
  • receive notifications from Alvao.

ALVAO Bot​

Chat with the ALVAO Bot in Teams - Chat - ALVAO Bot to find useful information, or resolve your issues by yourself. Type in help to get an overview of available options including a list of buttons representing the tiles under the search field on the web application's main page, like Submit new ticket, My asset, etc.

Type in a phrase you want to search in Alvao, and the bot will reply with a list of found news, knowledge articles, your existing tickets, services for submitting new tickets, and your assets (from version 25.2). The search works in a similar way as the search on the web application's main page.

Try preview feature

From version 25.2, the bot provides answers based on knowledge in the knowledge base. The feature is in preview stage. Please contact the ALVAO technical support team to activate the feature.

By turning on the option user menu (top right) - Settings - View - Send notifications by MS Teams Add-in, the bot will notify you of important events in Alvao straight in the chat.

Additionally, the bot understands the following keywords:

  • config - configuration of the add-in
  • login - user login into Alvao
  • logout - user logout from Alvao

Creating ticket from chat​

  1. In MS Teams chat or a team channel, hover over the message to display commands, click the three-dot button, and select More actions – Create ticket in Alvao.
  2. Fill in the form with additional information.
  3. Submit the dialog and the ticket will be created in Alvao. A new card with details of the ticket will be inserted into the compose message area so you can immediately post it to the chat.

Inserting ticket tile in chat​

  1. In MS Teams, select the Alvao app in the command bar under the message input field.
  2. The add-in will automatically offer you the 5 tickets you last worked with in Alvao.
  3. If you want to search for another ticket type at least part of the ticket name, the ticket number, part of the service name, the requester name, or the solver name in the input line. The add-in will offer you tickets matching the text you entered.
  4. Select the ticket you are looking for from the menu. This will insert a tile representing the ticket into the chat or the team channel. Recipients of the message can navigate to the ticket page in Alvao by clicking on the Show ticket button at the bottom of the tile.
note

You can also insert the ticket tile into the message text by pasting the url of the ticket page in the Alvao WebApp. The url will automatically change to a tile.

Searching tickets​

  1. In MS Teams, type @alvao in the search bar in the window header.
  2. Enter at least part of the ticket name, ticket number, or other information in the input line of the add-in. The add-in will offer you tickets matching the text you entered.
  3. Click the ticket you are looking for in the menu. The ticket tile will appear below the input line. In the tile, press the Show ticket button. This will display the ticket page in the web browser.
tip

You can click on the icon in the top right corner to copy the tile to your clipboard and then paste it into a chat message or a team channel.

Searching for communication acts​

  1. Click on the magnifier icon visible on the communication tab or on the chevron icon and choose ‘Search’ display mode.
  2. A search field will appear.
  3. Type text which you want to search in the communication tab.
  4. See corresponding communication acts.

View full ticket communication​

  1. Click on the ticket and go to Communication tab in the ticket window.
  2. Expand desired ticket in communication with the toggle icon.
  3. To see an inline picture expanded – click on it.
  4. To change the display mode of the ticket content click on the sun or moon icon after expanding.
  5. To download an attachment, click on the attachment name.

View communication in different display modes​

  1. Click on the chevron on the Communication tab.
  2. See possible display modes – Communication, Important, Requester, Attachments, Detailed log, Expand all
  3. Each mode should display communication acts as follows:
    • Communication – all acts
    • Important – acts marked as important
    • Requester – communication from the requester
    • Attachments – acts with attachments
    • Detailed log – view all ticket log entries
    • Expand all – expands all records

Seeing the flag of a communication act​

  1. If an icon of a flag is visible on the left side of the communication act, then the act is marked as Important
  2. If an icon of a green tick is visible on the communication act, then the act is marked as Ticket solution
  3. If no icon is visible on the left part of the ticket then the communication act doesn’t have any of these flags.