Is there anyway that Virtual Chat can assign the Incident created to the Agent that assisted/created the chat?

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Although this is not a feature that comes Out of the Box, there's a way to enable a Chat Integration Point to enable this functionality, follow the steps below.

*Note: Take into consideration that enabling this will assign all incidents created to the agent that created them, the agent must manually reassign the Incidents to the proper queues or support agents when needed
 

• Go to the Chat Admin Console
• Select Integrations -> Chat Integrations tab
• Click on the “Create” button
• Fill in the following field Values:
  • Integration Name: Assign Incident To Self on Close   (You can write a newer one)
  • Event Type: Agent Close Question (select from the drop down)
  • User Type: Remedy Agent
  • Action: Push Fields
  • Server: [SERVER] (or you can use actual server name)
  • Select Destination Form: ES_CIP:ITSM71_IncidentAssignToSelf
  • Status: Active
  • Execution Order: 0
  • OOB Option: checked