HOW TO USE BOTBEE THROUGH HEAL IT & SKYPE

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 Using BotBee through Heal IT Portal

STEP 1:
 Login to web URL of heal IT https://healit.airtel.com and Enter your valid Active directory credential

Step 2:
 Click on BotBEE icon as shown on the right corner.

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Step 3:
Click on BotBEE Icon and search for issue, refer below snapshot. For Example Outlook …

It will showcase multiple queries related with outlook issues, click on the relevant option matching your issue type.

Step 4: Click on the “click here” option & download the solution provided.

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Step 5: You will be prompted if the solution provided resolve the issue or not.
 If option “Yes” is selected then it will create an automated resolved ticket for your reference.

 If option “No” is selected then it will create an automated ticket which will be routed to support team along
with an option of adding screenshots/documents as shown in the screenshot below.

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 Steps for Adding Attachment/Screenshots in Botbee (Heal-IT)
Step 1: Click on the Hyperlink for uploading attachments/screenshots, it will redirect you to the Heal IT Portal, where
you have to login with your AD login credentials as shown in the below screenshots.

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Step 2: Click on “Choose File” option to upload the required document/screenshot as shown below.

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Step 3: Now you can see the ticket number with relevant snapshot in Service Now.

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 Using BotBEE through Skype for Business

Step 1 : Open Skype for Business & search for BotBEE .

Step 2: Search your query here. For example: we are searching for outlook related issues.
It will showcase multiple queries related with outlook, click on the relevant option matching your issue type

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Step 4: Download the Solution by clicking on the hyperlink and run it. You will be prompted if the solution provided
resolve the issue or not.
 If option “Yes” is selected then it will create an automated resolved ticket for your reference.

 If option “No” is selected then it will create an automated ticket which will be routed to support team along
with an option of adding screenshots/documents as shown in the screenshot below.

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 Steps for Adding Attachment/Screenshots in Botbee (Skype for Buisness)

Step 1: Click on the Hyperlink for uploading attachments/screenshots, it will redirect you to the Heal IT Portal, where
you have to login with your AD login credentials as shown in the below screenshots.

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Step 2: Click on “Choose File” option to upload the required document/screenshot as shown below.

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Step 3: Now you can see the ticket number with relevant snapshot in Service Now.

Prerequisites for Attaching Documents/Screenshot:

1. Supported file formats are jpg, jpeg, png, pdf, doc, docx, xls, xlsx, pptx, ppt.
2. Attachments are supported under both service type i.e. Incident and Service Requests
3. File size must be less than 10MB
4. Files bigger in size i.e. 9 MB, might take some time to upload.
5. File can be uploaded multiple times using the same upload attachment link in all state.
6. HealIT Portal should be opened, during attachment, else it will ask for domain credentials for adding at-
tachments.
7. Attachment functionality will only work in corporate network, but attachment will not be supported from
external network.
8. IN will be raised where solution/suggestions are not available by default.
9. Attachment link will open on that browser which you have set as default, ensure HealIT is already opened
on that URL, refer point 6.
10. Files size less than 10 MB e.g. 9MB/8MB can be uploaded multiple times.

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 How to use Approval & Escalation matrix

Step 1: Login into Skype and search for BotBEE or Login through Web URL of Heal IT https://healit.airtel.com and click
on BotBEE icon.

Step 2: Click on Approval List- UCC Exchange

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Step 3: After clicking on Approval List it will show all the options related with that group .

For example: if we are searching for AD ID password reset.

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Step 4: For getting the escalation matrix you need to click on “Escalation Matrix” icon & download the same from “click
here” option.

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Step 5: As you can see, when you click on Hyperlink, it will open, where you can Download Escalation matrix by double
click on below icon to Download/view the Escalation matrix.

After double click you can access Escalation matrix of about 228 Teams.

Note :- If you face any issue please with us on central.ithelpdesk@airtel.com/18001023900

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