Chat message syntax

The Chat Notification Servlet (CNS) is an HTTP application that checks for changes to chat sessions and allows for quick updates. The update status is kept in memory. All information is passed via URL and returned as XML.

The following commands exist in the CNS:

• Check: Determines whether a chat session has received an update
• Update: Indicates that a chat session has been updated

Check

Following is the syntax for the Check command:

In both the versions, 

• sid is the session ID of the chat session as stored in BMC Remedy AR System.
• uid is the unique user ID (usually an email address).
• type and tname provide additional information about the user. If a user is typing in the Self Service Portal, the type field is set to 1 and tname is set to the user's screen name.

When a user is typing, all other users in the session are notified that a user is typing. This information is overwritten any time any user types. The purpose is to see the last user typing before the check was made. After the check is made, the system clears the update, assuming the requester has been notified and retrieves the latest information.

The resulting XML code looks as follows:

<?xml version="1.0" encoding="UTF-8" ?> 
<status request="success" update="0" typing="0" tname="" />

If an error occurs, the resulting XML code looks as follows:

<?xml version="1.0" encoding="UTF-8" ?> 
<status request="failed" update="0" typing="0" tname="" error="Missing UID or SID values" />

Update

Following is the syntax for the Update command:

In both the versions, 

• sid is the session ID of the chat session as stored in BMC Remedy AR System.
• uid is the unique user ID (usually an email address).

This syntax sets the update flag in the system cache when an update occurs. If typing information appears in the cache, it is cleared out.