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

To connect a preconfigured bot, please complete the steps below:

1. Switch to the ITSM application in the Preferences menu.
2. Navigate to ITSM Telegram Bot → Bot Connection Page.

3. Follow the instructions given on the page. 

4. When all steps are completed, click Set to connect the bot to your instance.
5. Find the bot on Telegram by its name or username.
6. Click Start.

As result:

• The bot is activated on 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 or name of the bot connected to your instance.
3. Click Start. The bot will ask you to share your phone number.
4. Click Share your phone number.

As result:

• Success: The bot finds your profile record in your instance by your phone number. Then all is set to work.
• Failed: The bot cannot authorize you because there are no matching profiles with this phone number. Please write to your support and check if your current phone number is in the system.

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

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. 

   This text will be used as a description and the title of the incident, but unlike the description, the title can contain only first six words.

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 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. 

   This text will be used as a description and the title of the incident, but unlike the description, the title can contain only first six words.

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 result, the incident 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.

   • A list of active tickets will appear. 

   • 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.
   • Next message 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. Next message contains the following fields: State, Caller, Subject, Description.
     • 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.