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When you finish installing BMC Virtual Agent, perform the following post-installation procedures. You must perform these manual steps so that BMC Virtual Agent works as expected. 

Installing hotfixes

Install the hotfixes for SW00450408 and SW00450409.

  1. Download the hotfix .def files from the BMC Customer Support knowledge article to the AR System server.
  2. Log on to the AR System server with BMC Developer Studio.
  3. Select Object Definitions to import the Virtual Agent hotfix into the AR System server.
  4. Select the Replace Objects on the Destination Server option to overwrite the existing workflow, and then click Finish.

Moving Virtual Agent applications from Maintenance to Production state

For non-administrator users to access the Virtual Agent and Support Chat for Remedy - Single Server ITSM Integration applications, you must move them from the Maintenance state to the Production state.

  1. In the AR System Navigator tree in BMC Developer Studio, select ARSystemServer > All Objects > Applications.
  2. Right-click Virtual Agent in the list of applications and select Create Overlay
    The Virtual Agent application opens in the editor.
  3. From Overlay Type, select Overwrite
  4. Click General
  5. From State, select Production
  6. Save your changes to the application.
     
  7. Repeat Step 2 to Step 7 with the Support Chat for Remedy - Single Server ITSM Integration application.

Modifying Virtual Agent Query Response XML

This procedure is a minor fix to the XML responses. 

  1. From the IT Home page, select Virtual Agent > Administration Console > General Settings > Virtual Agent Queries.
  2. Click Show Disabled. 
  3. Open the Virtual Agent Query Configuration records, for example, Remedy Knowledge Management  - 7.6.04 and later (OR)
  4. Scroll through the Response code until you find the urrkml variable. 
  5. Change the variable to urlrkm
    For example:

    <a href='[vaq:var urlrkm]'  target='_blank'>[vaq:getelement element='title']</a></td></tr>[/resultsrow]

     

  6. Set the Status to Enabled
  7. Click OK

Disabling the impersonate tag in Self Service Portal Configuration

This procedure assumes that you have performed the BMC Knowledge Management integration with BMC Virtual Agent

  1. From the IT Home page, select Virtual Agent > Administration Console > Self Service Portal > Configuration.
  2. Click Show Disabled. 
  3. Select AR Server - RKM 7.6.04 Search Account and then click Modify
  4. Under Configuration, disable the <impersonate>[USER]</impersonate> XML tag by inserting an "x" into the first tag. 

    For example:

    <ar_login>
    	// ***** Required Values *****
    	<ar_server>[SERVER]:rkmsearch</ar_server>
    	<ar_user></ar_user>
    	<ar_p><enc></enc></ar_p>
    	// ***** Optional Values *****
    	<ar_tcp></ar_tcp>
    	<ximpersonate>[USER]</impersonate>
    	<ar_connectionerror>ERROR (90)</ar_connectionerror>
    	<ar_connectionretrytimeout>15</ar_connectionretrytimeout>
    	<ar_connectionretryattempts>2</ar_connectionretryattempts>
    	<default>false</default>
    </ar_login>
  5. Set the Status to Enabled
  6. Click Save and then close the form.
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2 Comments

  1. When 'Moving Virtual Agent applications from Maintenance to Production State'  for 8.1.02, step #7 the Application Name = "Virtual Agent - Single Server ITSM Integration" instead of "Support Chat for Remedy - Single Server ITSM Integration"

  2. For "Modifying Virtual Agent Query Response XML"

    #3. Open the Virtual Agent Query Configuration records, for example, Remedy Knowledge Management  - 7.6.04 and later (OR).

     

    The - for example - is unclear, do all disabled records get enabled?