DOC0000277 - Telegram bot

Telegram is a messaging app providing an option to integrate with various systems using chat bots.

In SimpleOne, we developed a chat bot for our ITSM application. It provides the following operations:

• Creating incidents and inquiries
• Reviewing incidents and inquiries
• Leaving a comment

Connecting bot to your instance

User authorization

To start using an ITSM bot, perform the following steps:

1. Launch the Telegram app.
2. In the search bar, type the username of the bot connected to your instance.
3. Click Start.
   1. The bot will ask you to share your phone number.
4. Click Share your phone number.

As a result:

• The bot finds your profile record in your instance by your phone number. Then all is set to work.
• The bot cannot authorize you because there are no matching profiles.

In case of successful connection, the main menu opens. The following actions are available:

• My tickets – opens a list of active incidents and inquiries.
• Consult – ask a question or leave a request to get personal consultation.
• Create incident – report about a problem with services, hardware, or software.

Creating an inquiry

To create in inquiry via the Telegram bot, perform the following steps:

1. In the main menu, click Consult
   1. The bot will ask to write down your question.
2. In the message pole, briefly describe your problem and the question.
3. Click the plane icon to send it.
   1. The bot will ask to define the urgency of your question.
4. Define the necessary level of urgency: Low, Medium, High, Critical.

As a result, the inquiry is sent to your instance. You can continue working with the bot.

Creating an incident

To create in inquiry via the Telegram bot, perform the following steps:

1. In the main menu, click Create incident
   1. The bot will ask to describe the problem you have faced.
2. In the message pole, briefly describe your problem.
3. Click the plane icon to send it.
   1. The bot will ask to define the urgency of the incident.
4. Define the necessary level of urgency: Low, Medium, High, Critical.

As a result, the inquiry is sent to your instance. You can continue working with the bot.

Checking a ticket state

To check the state and details of your active tickets, perform the following steps:

1. In the main menu, click My Tickets.
   1. A list of active incidents and inquiries will appear.
   2. You can click on the link to open the list on the portal if you need.
2. Click on the incident or inquiry name to see more details.
   1. Next messages contains the following fields: Name, State, Description.

On this step the following options are available:

• Details – click on this button to see a more detailed information about your ticket.
• Comment – click on this button to create an additional comment which will be saved in the Activity Feed.
• Back – click on this button to see the list of your active tickets.
• Menu – click on this button to see the main menu.