Using the LiveTime ITSM Service Widget

LiveTime 6.1 includes a number of new features to assist companies in providing exemplary service and support. One of these new features is the LiveTime Widget. The Widget allows any organization to embed a link on any or every page of a web application or site whether they are using LiveTime as a Service (SaaS) or from a private cloud. This permits customers to quickly raise a service request, incident or change directly within the application. It also enables end users to browse the knowledge base very quickly.

Installing the Widget

The easiest way to embed the Widget onto a page is to add the following JavaScript code into your page. If you would like the Widget to appear on every page you can also add this to the footer of your site.

<script type="text/javascript">
	document.write(unescape("%3Cscript src='http://www.host.com/LiveTime/js/livetime.js' type='text/javascript'%3E%3C/script%3E"));
</script>

Based on the options you have enabled within LiveTime as an administrator you will see various options show up on the Widget automatically. This includes enabling the knowledge base access as well as the types of requests that are available. By default the system allows Incidents to be created from the Widget. However you may also enable Service Requests and Change Requests using the Setup>Privileges>Customer options.

Using the Widget

The Widget is designed to allow existing customers to log calls directly into LiveTime without authenticating, much the same as you submit requests to LiveTime via email. Therefore it is important that the customer is already registered in the system for LiveTime to accept the request. LiveTime uses the email address to validate the user account and submit the request to the system. This is done to prevent spam.

Now all you have to do is access the web page to see the LiveTime Widget on your website or web application. Not only will this help improve service but also make it easy for users to submit a request within the context of the work they are doing.