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BMC Virtual Chat 9.1 Planning

System requirements

To get complete compatibility information for BMC Virtual Chat 9.1, use the BMC Solution and Product Availability and Compatibility Utility on the Product Availability and Compatibility page. Note that Apache Tomcat version 7.0.50 and higher can be used with Java version 8; if you use an earlier version of Apache Tomcat, you must use Java version 7.

The BMC Virtual Chat application is a BMC Remedy application, packaged as a definition (DEF) file and imported to the BMC Remedy AR System server by using the BMC Remedy Developer Studio tool. Any supported BMC Remedy AR System server can be used to host BMC Virtual Chat. For information about the system requirements for BMC Remedy AR System, see System requirements in the BMC Remedy ITSM 9.1 Deployment documentation.

BMC Virtual Chat also has the following requirements:

Supported browsers

BMC Virtual Chat 9.1 supports using the Self Service Portal in the following browsers: 

Desktop browsers:

  • Microsoft Internet Explorer 9, 10, and 11
  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)
  • Apple Safari (latest version)

Mobile browsers: 

  • Apple Safari (iOS)
  • Google Chrome (Android)

Installation disk space

The BMC Virtual Chat installation requires a minimum of 1 GB of free temporary disk space. To verify your available space on Microsoft Windows, use Windows Explorer to check the hard disk space. 

Open ports

  • Port 6225—Port 6225 must be open on BMC AR System and Mid Tier servers in order for BMC Virtual Chat to communicate with the Chat Notification Servlet (CNS). The CNS, which runs on Apache Tomcat, listens for a socket connection on port 6225. The BMC Remedy AR System server acts like a client via one of the BMC Virtual Chat Java plug-ins and initiates one (or more) connections to the CNS on that port. Updates to chats are sent to the CNS via this socket connection.

  • Port 6226—Port 6226 must be open only on Mid Tier servers and on BMC Remedy AR server. The load balancer should be able to manage the traffic through this port because it is used for managing the Program D requests (Virtual Agent responses and RKM Search)

    Important

    The following BMC Virtual Chat plugins hosted in BMC AR System server listen to ports 6225 and 6226:

    • ESChatNotificationServerPlugin uses port 6225.
    • SupportBotPlugin uses port 6226.
  • Port on which Remedy mid-tier is accessed (default port 8080)— The port on which the mid-tier's Tomcat server listens must be accessible from the BMC Remedy AR System server

For security purposes and browser JavaScript cross-domain limitations, self-service users talk only to the ESChat servlet. When polling for chat updates, users poll the ESChat servlet, which in turn polls the CNS.

Note

Compatibility matrices, which identify the hardware and software requirements for installing BMC applications, are available on the BMC Customer Support website at http://www.bmc.com/support.

Unicode for double-byte languages

To support chats with double-byte languages, such as Korean, Japanese, and Simplified Chinese, you must install BMC Remedy AR System with Unicode support. For more information about Unicode support, see  Unicode support and  Unicode compatibility considerations in the BMC Remedy ITSM deployment online documentation. 

Load-balanced environment requirements

When you use a load-balanced environment, consider the following requirements:

  • To ensure that the file transfer feature of BMC Virtual Chat works in a load-balanced environment, all Apache Tomcat instances on BMC Remedy Mid-Tier servers must be installed in the same location. 
  • In a load-balanced configuration, each ESChat servlet talks to the CNS on its local system. Each CNS must also create a connection to each of the other CNS servlets on port 6225 to synchronize typing notifications.
  • Ensure that the port on which the mid-tier's Tomcat server listens (default port is 8080) is accessible from the BMC Remedy AR server. 

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

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Last modified by Aaditi Lakade on Aug 14, 2020
planning reference

Comments

  1. Martin Penev

    Hello,


    The port on which the Mid-Tier Tomcat server (or the Mid-Tier load-balancer, if such exists) listens should also be accessible from the AR Server machine(s). In most cases it will be accessible by default but it is possible that it will be not. Therefore, I think it will be good if you can add some information about that on this page, so that people will not have to struggle and find this out the hard way.


    Best Regards,

    Martin Penev

    Mar 26, 2019 06:36
    1. Aaditi Lakade

      Hello Martin Penev, 

      Thanks for your comment. I have updated the information under the "Load balanced environment requirements" section. 

      -Aaditi


      Mar 26, 2019 11:27
  2. Martin Penev

    Hello,


    I am not sure what you have added but I think it is still not clear that the port on which the mid-tier's Tomcat server listens should be accessible from the AR Server. I do not mean ports 6225 and 6226, I mean the port on which the mid-tier is accessed (8080 by default). And this thing is not only for load balanced environments. It is also valid for environments that have only one mid-tier.


    Best Regards,

    Martin Penev

    Mar 27, 2019 01:19
    1. Aaditi Lakade

      Hello Martin Penev, 

      I have updated the Open ports and Load-balanced environment requirements section. Please check bullet point #3. 

      Thanks, 

      Aaditi

      Mar 27, 2019 05:34
  3. Martin Penev

    Hello Aaditi,


    Thanks a lot for you quick reaction.


    Best Regards,

    Martin Penev

    Mar 27, 2019 05:56
  4. Martin Penev

    Hello,

    The following statement is a bit misleading: "Port 6225 must be open in both directions between the BMC AR System and Mid Tier servers in order for BMC Virtual Chat to communicate with the Chat Notification Servlet (CNS).". There is a similar one for port 6226 as well.

    Do we really need to open ports 6225 and 6226 from the mid-tier to the AR Server(s)? Is there any service that listens on these ports on the AR Servers? If not, then this ports should be opened only from the AR Server to the mid-tier (and between the different mid-tiers in a load-balanced environment).

    Could you please check exactly what ports need to be opened and on which machines and update the information in this page so that it is more clear?

    Best Regards,

    Martin Penev

    Jul 17, 2020 02:58
    1. Aaditi Lakade

      Hello, Martin Penev, 

      Thanks for pointing this out. Let me check with the R&D team and get back to you on this query. 

      Aaditi

      Jul 17, 2020 03:36
      1. Ilka Stoeva

        Hello Aaditi,

        Did you manage to check with the R&D team?

        Thank you!

        Best Regards, Ilka Stoeva

        Aug 05, 2020 02:52
        1. Aaditi Lakade

          Hello Ilka Stoeva, 

          Thanks for your patience. Yes, we are working on this query and  I will reply here as soon as we have the details. 

          Aaditi

          Aug 05, 2020 03:04
          1. Aaditi Lakade

            Hello Martin Penev and Ilka Stoeva, 

            Thanks again for your patience! The answer to your queries is as follows:

            A) If you are in on an on-premises environment 

            • Port 6225 – Must be open on AR server and Mid Tier servers because this port is used for communication between the agent and the end-user.
            • Port 6226 – Must be open on AR server and Mid Tier servers. The Load Balancer should be able to manage the traffic through this port because it is used for managing the Program D requests (Virtual Agent responses + RKM Search)

             

            B) If you are in SaaS environment (Helix Subscriber) 

            • Port 6225 – Must be open on AR server and Mid Tier servers because this port is used for communication between the agent and the end-user.
            • Port 6226 – Must be open on the Mid-tier servers. It can be closed on the AR server. 

            It is important to note that ports 6225 and 6226 are listened by the following BMC Virtual Chat plugins: 

            • ESChatNotificationServerPlugin uses port 6225.
            • SupportBotPlugin uses port 6226.

            Since this doc space supports on-premises environments, I have updated this document with relevant details. Please let us know if you need any other clarification. 

            Aaditi


            Aug 14, 2020 12:17
            1. Martin Penev

              Hello,

              I checked once again and on our AR Server machines no applications/services listen on ports 6225 and 6226. We have the plugins that you mentioned but they do not listen for incoming connections on these ports.

              Best Regards,

              Martin

              Aug 31, 2020 05:35
              1. Aaditi Lakade

                Hello Martin Penev, 

                It is possible that plugins do not listen for incoming connections on these ports, but they definitely send messages via those ports. The ESChat web app listens to those ports.

                Aaditi

                Sep 03, 2020 12:23
                1. Martin Penev

                  Hello,

                  But if this is the case, then these ports do not need to be opened on the AR Server machines. They need to be opened only on the Mid-Tier machines.

                  Best Regards,

                  Martin

                  Sep 11, 2020 08:00
                  1. Aaditi Lakade

                    Hello Martin Penev , 

                    To effectively respond to this query, please enter a ticket with BMC Customer Support by clicking here.

                    Thanks, 

                    Aaditi

                    Sep 14, 2020 03:41
  5. Jijil Ghosh

    Hi,

    Is the port 6225 & 6226 comes under which protocol is it http or tcp protocol? could anyone share some light on this?

    Thanks, Jijil

    Jun 20, 2021 11:41
    1. Aaditi Lakade

      Hello, Jijil Ghosh

      Let me confirm the protocol and get back to you. 

      Thanks, 

      Aaditi

      Jun 21, 2021 11:14
  6. Jijil Ghosh

    Hi, I got confirmation from BMC support team that this is a TCP port.

    Regards, Jijil

    Jul 05, 2021 06:10

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