The virtual agent can provide links to knowledge articles in response to questions from self-service users. By default, the links to knowledge articles open the knowledge article on the BMC Remedy Mid Tier. If you have integrated with BMC MyIT 3.0.01 or later, you can configure these links to open the knowledge article in BMC MyIT.

Before you begin

  If you have not already done so, complete the following prerequisite tasks:

To configure knowledge articles to launch in BMC MyIT

Perform these steps from the Virtual Chat Administration console.

  1. Modify the virtual agent query for knowledge to use BMC MyIT instead of the Mid Tier.
    1. Select General Settings > Virtual Agent Queries.
    2. Select the query named [New UI] Remedy Knowledge Management - 7.6.04 and later (OR) and click Modify.
    3. Click Disable.
    4. Select the query named [New UI] Remedy Knowledge Management - 7.6.04 and later (OR) and click Modify.
    5. Click Enable.
    6. In the Response field, change the URL.

       For MyIT version 3.3 and earlier

      Find [vaq:varset urlrkm and change the URL from /arsys/forms/[SERVER]/RKM%3AKnowledgeArticleManager/Display+View/?eid=[vaq:getelement element='kamrequestid'] to  'http://MYITSERVER/ux/myitapp/#/knowledge/[vaq:getelement element='InstanceId']'/] where myItServer is your BMC MyIT server and Port is the port being used.

       For BMC Digital Workplace version 3.4 through 18.02

      Find [vaq:varset urlrkm and change the URL from /arsys/forms/[SERVER]/RKM%3AKnowledgeArticleManager/Display+View/?eid=[vaq:getelement element='kamrequestid'] to  http://MYITSERVER/ux/myitapp/#/knowledge/[vaq:getelement element='InstanceId']'/rkm/] where myItServer is your BMC Digital Workplace server and Port is the port being used.

       For BMC Digital Workplace version 18.05 and later

      Find [vaq:varset urlrkm and change the URL from /arsys/forms/[SERVER]/RKM%3AKnowledgeArticleManager/Display+View/?eid=[vaq:getelement element='kamrequestid'] to >http://MYITSERVER/dwp/app/#/knowledge/[vaq:getelement element='InstanceId']/rkm'/] where  myItServer  is your BMC Digital Workplace server and Port  is the port being used.

  2. Update the Self Service Portal configuration for knowledge.
    1. Select Self Service Portal > Configuration.
    2. Select Forms - Remedy Knowledge Management 7.6.04 and later and click Modify.
    3. Scroll to the bottom of the Configuration field and find <request_alias>rkmsearch</request_alias>.
    4. Modify <ar_form_condition>'Result 1' = "KAMRequestId" to 'Result 1' = "KAMRequestId" AND 'Result 2' = "InstanceId".
    5. Below the <kamrequestid>[cns:getfield id='3020'] </kamrequestid>, insert a line with the following text: <InstanceId>[cns:getfield id='3021']</InstanceId>.
      The following image highlights both modifications:
  3. Save your changes.

Where to go Next

 Refreshing the registered servlets

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  11. Hi Team,

    Recently we faced issue after upgrading MyiT from 3.3 to 3.4 version after the upgrade when we try to launch MyIT article from Virtual Chat it is redirecting the page to catalog section. After troubleshooting for several hours we came to know a parameter got missed. 

    In the document above its mentioned as "'http://MYITSERVER/ux/myitapp/#/knowledge/[vaq:getelement element='InstanceId']'/]"

    Where as after upgrade we have to mentioned as below;

    "'http://MYITSERVER/ux/myitapp/#/knowledge/[vaq:getelement element='InstanceId']/rkm'/]"

    /rkm needed to be add there without that article won't show up from virtual chat.

    Kindly update the same in the document please.

    Regards,

    Jijil 

    1. Hello Jijil,

      I'm sorry that you ran into this issue. I will confirm details about this change with the engineering team and make the update.

    2. Hello Jijil,


      We confirmed the details and updated this topic. Thanks for bringing this issue to our attention.

  12. Hi Michele,

    I can confirm the issue Jijil raised and the fix that he detailed. This is a modification that ONLY applies to MyIT 3.4 versions (and presumably above?). The existing documentation is correct for MyIT versions prior to 3.4.

    Thanks Jijil.

    Regards,

    Jim

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  13. Hi Michele,

    Could you kindly update the document for the latest DWP version please, since the latest version of DWP (18.08) has a different URL. In order to initiate cross launch, when I tried to do the modifications based on the new URL, the search is not working properly and it is not giving the right result.


    Regards,

    Jijil


    1. Thanks for raising this point, Jijil. I am checking with engineering what is now required for the cross-launch.

    2. Hello Jijil,

      I have updated the topic with new instructions to cover the new URL. Please see if this works for you.

      Regards,

      Michele

      1. Hi Michele,

        Thank you for your update, but unfortunately this approach which you have provided is not working. Please find the screenshot below;

        I tried to attach image but it is showing error due to some permission issue in this page, the page is not showing the instance id nor the Knowledge article ID in the result URL.

        http://DWP:9595/dwp/app/#/knowledge//rkm

        Regards,

        Jijil



        1. Hello Jijil,

          Are you using http or https for your Digital Workplace server? If you use https when connecting via the Universal Client (web browser), then indicate the same for the cross-launch. Also, does the URL you supply have [vaq:getelement element='InstanceId']' between knowledge/ and /rkm ? I see knowledge//rkm in the URL above, but perhaps something didn't get copied right.

          If my suggestions don't help resolve the issue, I think at this point it might be best for you to contact Support. They can check if there is anything specific to your environment.

          Regards,

          Michele

          1. Hi Michele,

            Just as a reference we raised a ticket with BMC and they have created a KB article on the same (Knowledge Article # 000162471).

            • Select the query named [New UI] Remedy Knowledge Management - 7.6.04 and later (OR) and click Modify.
            • Click Enable.
            • In the Response field, find [vaq:varset urlrkm and change the URL from /arsys/forms/[SERVER]/RKM%3AKnowledgeArticleManager/Display+View/?eid=[vaq:getelement element='kamrequestid'] to 'http://dwpserver/dwp/app/#/knowledge/[vaq:getelement element='InstanceId']/rkm’/] where DWPserver is your BMC DWP server and Port is the port being used.

            Regards,

            Jijil

            1. Hi Jijil,

              I think those instructions are the same as the instructions above - with the response field replacement under the "Digital Workplace 18.05 and later"

              Thanks for letting me know about the KB.


              Regards,

              Michele

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