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Starting with version 9.1.01, the Virtual Chat diagnostics offers interactive diagnostics, which are GUI-based tools that provide you with information about users connected to BMC Virtual Chat and information about the ESChat servlet. The ESChat servlet provides the chat functionality.

The following topics are provided:

Before you begin

Set (or verify) the administration key by performing the following steps:

  1. From the Virtual Chat Administration Console, select Self Service Portal > Configuration.
  2. Set or verify the value for Admin Key.
  3. If you set the key, select the ESChat servlet, and click Refresh Servlets.

To view Virtual Chat interactive diagnostics

  1. In a web browser, open the following URL: http:// serverName/port/eschat/diagnostics.html?k=adminKey
    The placeholders in the URL are defined as follows:
    • serverName is the server through which users connect to the Self Service Portal.
    • port is the port through which users connect to the Self Service Portal.
    • adminKey is the administration key.
  2. To view users connected to the system, click Users.
    1. To monitor a specific user, select that user.
    2. Select either or both of the following settings:
      • Auto Display—Automatically refreshes the list of users as they connect and log out; if you are also tracking messages, automatically updates information about the messages as users enter messages and as the messages are processed.
      • Track Messages—Displays the chat messages and information about how the messages are sent through modules of the chat system.

  3. To view information about the servlet components of BMC Virtual Chat, click Servlets.

How to interpret Virtual Chat interactive diagnostics

When viewing user information, you can view high-level information about all users or look at information about a specific user chat session. User information can help you diagnose issues in processing chat messages. For example, you can test whether AIML queries are being processed by Program D. When a new message is first detected and the details retrieved, it is possible that the message is only partially complete at this time. If this occurs, the current data is displayed and then as updates occur the table is updated as well. For example, in a situation where the Participant Chat Record attempts to deliver a message to a CNS servlet that is offline or doesn’t exist, there is a 30-second timeout. The table shows only data up through the Master Chat Record and then after the 30-second timeout the message as it propagates through the system and back to the user.The time that each module spends processing each message can help you determine the cause of delays.

For servlets, you can view the following information:

OptionDescription
ServletLists all ESChat servlets accessing the BMC Remedy Action Request System Server (BMC Remedy AR System Server). Select any servlet to see details such as the IP address and free memory.
System CheckProvides information about the system check that is performed when the servlet is started or refreshed.
Diagnotics ItemsGives detailed diagnostic information for certain events, such as logins, AIML, and live agent requests. For each event, the diagnostic table displays the number of times that event has run, the last time that event ran, and processing time for that event. This table is refreshed when the servlet is loaded; it is not refreshed when you perform a configuration refresh of the servlet. You can use the information in this table to diagnose the cause of performance issues.
AR Server ConnectionsDisplays basic information about the ESChat servlet connection to the configured AR System server, such as connection losses (if any).
Socket ConnectionsDIsplays information about socket connections made on to the ESChat servlet from the AR System server plug-in filters. Based on your AR System server configuration, each plug-in might have multiple instances running but is unique by port value.
For each socket and plug-in, this option displays the server that it is running on, port values, and information about requests processed.
ConfigurationDisplays a list of the configuration files, as loaded into the memory of the ESChat servlet. If you have custom configurations in overlays, you can confirm that the expected configuration elements are loaded. For more information about overlays, see Overlays for Self Service Portal custom configuration.
FormsDisplays the BMC Remedy AR System form data, the name of Self Service Portal Configuration entry, and whether the form is an overlay or not.
All

Displays servlet information; contains all raw data, some of which is not displayed in other options.

Note: This information is displayed as raw data and has not undergone any processing. 

Related topics

ESChat diagnostics parameters