In BMC Remedy AR System, create an account for BMC Virtual Agent. When you install BMC Virtual Agent, use this account to access BMC Remedy AR System. The installer will store the specified AR user in the eschat_config.properties file.
Do not use a regular user's account, such as your own, or one of the default accounts. This account should be one that is not deactivated when an employee leaves or when sample accounts are deleted.
You must assign the following permissions to the BMC Virtual Agent account:
Without these permissions, the Incident Management integration fails, such as not being able to modify incidents.