This documentation supports the 18.08 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Configuring the BMC Remedy AR System server to work with the chat server

This topic provides instructions for configuring the BMC Remedy AR System server to work with the chat server:

Note

Make sure that you are configuring a separate chat server for every BMC Remedy AR System server.

This section also contains information about:

To configure the BMC Remedy AR System server to work with the chat server

  1. Open the Data Visualization Definition form.
  2. Select the ChatConfig Definition Name and manually modify the information in the Simple Definition field.
    1. The description of the required definition properties are:
      • XMPPServerName — Name of XMPP server, that is, the Openfire server name.
      • useHTTP — If you want to connect to the chat server via HTTP or HTTPS, set the value to true. You must specify the appropriate port number for HTTP or HTTPS connections in the XMPPServerPort property.
      • XMPPServerPort — Port number to be used for connecting to the chat server. If the connection is not over HTTP, usually the port number is 5222. For HTTP or HTTPS connections, the default values are 7070 and 7443 respectively. These numbers may vary depending upon the actual setup.
      • XMPPPortIsSecure — Whether the connection to the chat server must be encrypted or not. This property must be set to true for HTTPS connections. For non-HTTPS connections, you can set this value as either true or false. For more information, see Encrypting chat communications.
      • XMPPServerHasARAuthPlugin — Whether the XMPP server has the AR Authentication plugin installed. For more information, see Mapping the BMC Remedy AR System users to the chat server.
      • autoCreateChatUserMapping — The Openfire user names must follow special rules, such as having no space or the user name consisting of lowercase letters. All BMC Remedy AR System user names might not always comply with the naming convention of the Openfire server. When this property is set to true, the BMC Remedy AR System user name is automatically converted to the Openfire compliant name, by removing spaces and unnecessary characters. This converted user name is then used to log on to the Openfire server. The entry of the corresponding converted name is created on the AR System Chat User Mapping form in the Chat ID field. If you want to login to the OpenFire server using third party clients such as Pidgin or Spark, use the converted chat ID from the AR System Chat User Mapping form. For more information, see Mapping the BMC Remedy AR System users to the chat server.

        For example:
        The typical values for using the Openfire server through HTTP are:
      • XMPPServerName=<Openfire Server Name>
      • useHTTP=true
      • XMPPServerPort=7070
      • XMPPPortIsSecure=false
      • XMPPServerHasARAuthPlugin=true
      • autoCreateChatUserMapping=true

        The typical values for using the Openfire server through non-HTTP are:
      • XMPPServerName=<Openfire Server Name>
      • useHTTP=false
      • XMPPServerPort=5222
      • XMPPPortIsSecure=false
      • XMPPServerHasARAuthPlugin=true
      • autoCreateChatUserMapping=true 

        Note

        For XMPPServerName, provide the name of only one server in the server group that is configured as the chat server and not the Load Balancer alias name.


    2. The following is the description of the optional properties that are not available in the Simple Definition field by default. However, you can add them explicitly to troubleshoot any issues with chat:
      • debug — Set this property to "true" to enable the client side Flash logging and any messages traced through Flash plugin of the chat component that are logged on the client side, that is, on the machine where the browser is running. Note that the debugger version of Adobe Flash player plugin is required in the browser for the logging to work. This plugin can be obtained from the Adobe website. These messages are typically stored in a file path defined in the mm.cfg file within the user's profile.
      • debug_midtier — Similar to the debug property, set this property to "true" to enable the client side Flash logging. However, in this case, all the messages are logged in the midtier log files if the midtier settings have the Log Category enabled for the Data Visualization field and the Log Level is set to "Fine".

        For example:
        The typical values for using the Openfire server through HTTP are:
      • debug=true
      • debug_midtier=true
  3. Save the Data Visualization Definition form and restart mid tier.
  4. In BMC Remedy Developer Studio, on any BMC Remedy AR System regular form, add a Data Visualization field.
  5. Go to Display properties for that field and specify the Module type as Chat.
  6. Save the form and open the form in mid tier.

The following Chat information is displayed on the form:

Chat icon on a regular form


Chat icon — Displays the status of the user. For example, Online (green), Busy (red), Away (yellow), or Offline (white). This Chat icon also has animation to display notifications.

Chat drop-down on the regular form

Drop-down icon — Opens a drop-down menu that can be used to perform the following actions:

  • Change status
  • View and respond to new notifications
  • Open or focus on running conversations

    Note

    For BMC Remedy ITSM Suite, a Chat icon is provided on the BMC Remedy ITSM landing console. For more information, see Using the chat option through BMC Remedy ITSM Suite.

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