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The following table outlines the general installation process for BMC Virtual Chat.

Step

Operation

Comments

1

Ensure that BMC Virtual Chat is compatible with your system.

The compatibility information listed in the product documentation is subject to change. For the latest, most complete information about what is officially supported, see the compatibility matrix.

2

Review the BMC Remedy AR System, BMC Atrium CMDB, and any supporting BMC Remedy ITSM application requirements.

If you are installing AR System, BMC Atrium CMDB, or any supporting BMC Remedy ITSM applications, read the information about their system requirements carefully (for example, prerequisites for your underlying database) before you start installing BMC Service Request Management. Ensure that the BMC Remedy AR System server meets the minimum hardware requirements described in AR System hardware requirements. Installing applications onto an underpowered server can result in unexpected system behavior, which can include installation errors, slow response time, and sudden application stoppages.

3Review the known installation issues and workarounds.See Known and corrected issues.
4Download the installation files, including any required patches for BMC Remedy AR System, BMC Atrium CMDB, and BMC Remedy ITSM.See Downloading the installation files.

5

Back up the BMC Remedy AR System database.

Do not skip this important step, which enables you to restore BMC Remedy AR System to its preinstallation state if you encounter problems.

6Verify the requirements for BMC Virtual Chat in load balanced environment.

To ensure that the file transfer feature of BMC Virtual Chat works in a load-balanced environment, all Apache Tomcat instances on all BMC Remedy Mid-Tier servers must be installed in the same location.

Example: D:\Apache Software Foundation\Tomcat7.0

7

Verify additional requirements for Virtual Chat.

  • BMC Virtual Chat requires ports 6225 and 6226 for successful operation.
  • Check that you are using supported browsers.
  • Verify that you have 1 GB free temporary disk space.
  • For double-byte languages, install BMC Remedy AR System with Unicode support.

For more information, see System requirements.

8(Optional) Create an account for Virtual Chat and assign it the required permissions.

The installer can create this account for you, or you can create it before running the installer. This should not be an employee's account but one dedicated for Virtual Chat.

Create an account that BMC Virtual Chat needs for BMC integration. Then, from the AR System Administration Console, assign that account the Administrator and Incident Master permissions. For more information, see Adding permissions to BMC Virtual Chat account.

Note: Do not use a regular user's account or a default or example account.

9

Install BMC Virtual Chat and any other BMC applications.

See Performing the installation.

Note: If you encounter installation issues, see Troubleshooting the installation, migration, or upgrade.

10

Ensure that application users have the correct permissions.

See User permissions.

11(Optional) For a load-balanced environment, verify the configuration of the Chat Notification Servlet.

On each BMC Remedy Mid Tier server, verify the load balancer and the Mid Tier servers in the eschat_config.properties file . Verify that  the <cnslb> element contains the other Mid Tier server names.

For more information on these steps, see Verifying the load-balancing settings.

12

Perform post-installation activities.

See Configuring after installation.