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BMC Digital Workplace Advanced 19.11 Integrating

Integrating BMC Digital Workplace with BMC Virtual Chat

With BMC Virtual Chat, users can chat with a virtual or a live agent to get answers to their questions. Support agents use the Support Agent Console to chat with users. They can chat with multiple users simultaneously, and their conversation is logged to an incident request.

Related topics

From the BMC Virtual Chat documentation:

Configuring knowledge articles to launch in BMC MyIT Open link

Using the Self Service Portal Open link

From the BMC Remedy IT Service Management Suite documentation:

Adding people without using templates Open link

To integrate BMC Digital Workplace with BMC Virtual Chat, perform the following tasks:

ApplicationTasks

BMC Digital Workplace

Configure the Chat button to be displayed in BMC Digital Workplace and launch BMC Virtual Chat in a browser window.

  1. From the BMC Digital Workplace Admin console (http://server:port/dwp/admin), select Configuration, and then click Application Features.

  2. Select Virtual Chat in the Features table.
  3. Under Configuration on the left side of the window, click Virtual Chat.
  4. In the Virtual Chat URL field, specify the URL to connect to the Self Service Portal.
    The standard URL format is http://midTierServerName:portNumber/eschat/ (for example, http://cal-server-mt.calbro.com:8080/eschat/).
  5. (Optional) Change the dimensions of the window. The minimum size for the chat window is 540 x 670 pixels.
  6. Click Save.
BMC Virtual Chat

Configure knowledge articles to open in BMC Digital Workplace, as described in Configuring knowledge articles to launch in BMC MyIT Open link . The virtual agent can provide links to knowledge articles. If you do not perform this configuration, the knowledge article links open in BMC Remedy Mid Tier.

  1. Modify the virtual agent query for knowledge to use BMC Digital Workplace instead of the Mid Tier.
  2. Update the Self Service Portal configuration for knowledge.
  3. Refresh the servlets.

 The following video demonstrates the steps to integrate BMC Digital Workplace with BMC Virtual Chat.

Note

The video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.


 https://youtu.be/9k8BUevosoQ

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Last modified by Ravee Panjwani on Feb 24, 2020
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