This documentation supports the 18.08 version of Remedy IT Service Management Suite.

To view the latest version, select the version from the Product version menu.

Configuring chat settings

Important

The Openfire Chat plug-in of Remedy AR System works only on browser versions that support Adobe Flash. We recommend to use Smart IT Openfire Chat for agent-to-agent communication.

After you have enabled the chat option, you must configure chat for BMC Remedy ITSM.

Note

For information about setting up the OpenFire chat server, see Installing and configuring the Openfire chat server the Configuring Chat section of the BMC Remedy Action Request System documentation.

To configure chat settings

  1. Select Application Administration Console > Custom Configuration > Foundation > Social Collaboration > Chat Settings.
  2. Click Open.
    The Chat Settings window is opened in the Search mode.
  3. Select one of the options from the Action On Chat Conversation list:
    • Save and not allow edit - Your chat is automatically saved as a work log in the Work Info area, and you cannot edit it.
    • Save and allow edit - Your chat is automatically saved as a work log in the Work Info area, and you can edit it.
    • Do not save - Your chat is not saved, and the work log is discarded.
  4. Click Save.
  5. For your changes to take effect, log out and log back on.

Related topic

Mapping the BMC Remedy AR System users to the chat server

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