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Adding BMC Remedy AR System users who are not present in the Friends list

On the regular form where you have configured the BMC Remedy AR System server to work with the chat server, create an active link that executes on the CHAT_SET_CONTEXT_REQ Event type. For more information about events, see the following tables. 

This active link sends an event to the AR System Chat Data Visualization field with Event type as CHAT_SET_CONTEXT_RESP and Event Data as given below:

ContextUsers=ACommaSeparatedListOfBMCRemedyARSystemUsers;ContextGroups=ACommaSeparatedListOfGroupIDs;DisplayName=SubjectOfTheChatConversation;

For example:

  • ContextUsers= John,Max,Amy;ContextGroups=1,2
  • ContextGroups=1,2;DisplayName=Resolving an IT ticket;
  • ContextUsers=John,Max,Amy;ContextGroups=1,2;DisplayName=Resolving an IT ticket;

List of events sent from the AR System Chat Data Visualization field to the parent form

Event name

Description

DVF_ON_READY

The Data Visualization Field (DVF) is loaded and is ready to interact. This is not specific to the chat DVM. No response expected.

CHAT_SET_CONTEXT_REQ

Sent to the parent form for the parent form to supply any contextual information. If the parent form chooses to provide this information, it later raises a corresponding event, CHAT_SET_CONTEXT_RESP.

CHAT_SESSION_START

Sent to the parent form to provide information on the chat progress. No response expected.

CHAT_INVITATION_SEND

Chat invitation sent. No response expected.

CHAT_USER_JOIN

A person is joining a chat session. This event occurs as many times as anyone joins a chat session. No response expected.

CHAT_USER_LEFT

A person is leaving a chat session. This event occurs as many times as anyone leaves a chat session. No response expected.

CHAT_INVITE_RECVD

A person is receiving a chat invitation. This event occurs as many times as anyone receives a chat session invitation. No response expected.

CHAT_DATA_AVAILABLE

When the chat widget has a chat conversation transcript available, this event is raised prior to chat session end, so that the parent form has an opportunity to save the transcript.

CHAT_SESSION_END

End of the chat session. No response expected.

CHAT_GET_SESSION_TRANSCRIPT_RESP

Provides a specific chat session transcript to the parent form.

List of events sent from the parent form to the AR System Chat Data Visualization Field

Event name

Description

CHAT_SET_CONTEXT_RESP

Raised by the parent form's workflow during or after processing the CHAT_SET_SESSION_REQ event. No response expected.

FORM_EVENT_LOGOUT

Indicates to the DVF about things happening on the host form or the application. This is not specific to the chat DVM.

CHAT_GET_SESSION_TRANSCRIPT_REQ

Gets the chat session text transcript that is accumulated in the chat widget's buffer. This request event causes the DVF to raise the CHAT_GET_SESSION_TRANSCRIPT_RESP event.

When you create an active link that runs on the Event type CHAT_SET_CONTEXT_RESP, the Start Conversation window is displayed as follows:

Note

Click here to view a .def file sample that uses the above information through the BMC Remedy AR System form, "ChatTestForm" and it's related active links. Import this .def file using BMC Remedy Developer Studio and access the "ChatTestForm" from BMC Remedy Mid Tier to view it.

Start Conversation window
(Click the image to expand it.)

To add users to the Friends list, hover the pointer over the user name that is not present in your Friends list and click the Add to Friend list icon that appears to the left of the user name.

Add user to Friend list on the Start Conversation window
(Click the image to expand it.)

Note

BMC Remedy AR System does not allow searching and adding friends without context. For example, to see how BMC Remedy ITSM Suite has defined context users, see Initiating a chat conversation.

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Comments

  1. Laurent Matheo

    I'm sorry, I don't really get how to setup this :p

    I gave an example here, can you please see if I'm right or not?

    https://communities.bmc.com/communities/thread/72466

    Oct 07, 2012 12:34
    1. Surabhee Kulkarni

      Thank you for pointing out this issue with the content. We have updated the topic with your feedback.

      Oct 08, 2012 07:54