Post-installation fixes for BMC Virtual Chat

When you finish installing BMC Virtual Chat, perform the following post-installation procedures. You must perform these manual steps so that BMC Virtual Chat works as expected.

Moving Virtual Chat applications from Maintenance to Production state

For non-administrator users to access the Virtual Chat 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 Chat 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.
In version 9.1.00, repeat Step 2 to Step 7 with the Support Chat for Remedy - Single Server ITSM Integration application.

Modifying Virtual Chat Query Response XML

This procedure is a minor fix to the XML responses.

9.1.00

From the IT Home page, select Virtual Chat > Administration Console > General Settings > Virtual Chat Queries.
Click Show Disabled.
Open the Virtual Chat 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.
Select the Remedy Knowledge Management -7.6.04 and later (OR) entry and click Modify.
The corresponding XML section opens in the editor.
```
<a href='[vaq:var urlrkm]'  target='_blank'>[vaq:getelement element='title']</a></td></tr>[/resultsrow]
```
Set the Status to Enabled.
Click OK.

Note: This fix for XML responses is not required in version 9.1.01.

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 Chat > 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.

Post-installation fixes for BMC Virtual Chat

Moving Virtual Chat applications from Maintenance to Production state

Modifying Virtual Chat Query Response XML

Disabling the impersonate tag in Self Service Portal Configuration

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Moving Virtual Chat applications from Maintenance to Production state

Moving Virtual Chat applications from Maintenance to Production state