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.
- Download the hotfix .def files from the BMC Customer Support knowledge article to the AR System server.
- Log on to the AR System server with BMC Developer Studio.
- Select Object Definitions to import the Virtual Agent hotfix into the AR System server.
- 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.
- In the AR System Navigator tree in BMC Developer Studio, select ARSystemServer > All Objects > Applications.
- Right-click Virtual Agent in the list of applications and select Create Overlay.
The Virtual Agent application opens in the editor. - From Overlay Type, select Overwrite.
- Click General.
- From State, select Production.
- Save your changes to the application.
- 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.
- From the IT Home page, select Virtual Agent > Administration Console > General Settings > Virtual Agent Queries.
- Click Show Disabled.
- Open the Virtual Agent Query Configuration records, for example, Remedy Knowledge Management - 7.6.04 and later (OR).
- Scroll through the Response code until you find the
urrkml
variable. Change the variable to urlrkm
.
For example:
<a href='[vaq:var urlrkm]' target='_blank'>[vaq:getelement element='title']</a></td></tr>[/resultsrow]
- Set the Status to Enabled.
- 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.
- From the IT Home page, select Virtual Agent > Administration Console > Self Service Portal > Configuration.
- Click Show Disabled.
- Select AR Server - RKM 7.6.04 Search Account and then click Modify.
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>
- Set the Status to Enabled.
- Click Save and then close the form.
2 Comments
Richard Cooke
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"
Richard Cooke
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?