Phased rollout

 

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Enabling agents to transfer files

Support agents can transfer files to end users working in Self Service Portal to assist them in troubleshooting and resolving issues. To use the file transfer feature, as an administrator, you must create a transfer folder to enable file transfer between users and also enable the file transfer entry in the self-service configuration tool.

Note

The BMC Virtual Chat 9.1.02 installer automatically configures the file transfer for agents. If the installer was not able to configure this feature and create an xfer folder in \Apache Software Foundation\Tomcat 7.0\webapps\eschat, you must manually create the folder by performing the procedure mentioned in this topic.

Before you begin

To ensure that the file transfer feature works in a load-balanced environment, all Apache Tomcat instances on all BMC Remedy Mid Tier servers must be installed in the same location.

Example: C:\Program Files\Apache Software Foundation\Tomcat7.0

To create a file transfer folder

  1. On the mid tier server, navigate to the Apache Tomcat webapps\eschat folder. For example:
    \Apache Software Foundation\Tomcat 7.0\webapps\eschat
  2. Create a new folder in the eschat folder named xfer.

To configure file transfer from agents to chat users

  1. From the IT Home Page, select Virtual Chat > Administration Console.
  2. Select Self Service Portal > Configuration.
  3. Select the the Show Disabled box check box.
  4. From the list, select the File Transfer entry.
  5. Click Modify
  6. Set the following parameter values:

    ParameterDescription
    <xfer_types>Specify the file extensions that you want to allow support agents to send without compressing (creating a .zip file).

    Important

    • If a support agent attempts to transfer a file type that is not in the <xfer_types> parameter value, then that file is not sent. 
    • If an end user transfers a file type that is not in the xfer_types parameter value, the file is compressed into a .zip format and sent to the support agent if it is not a disallowed executable file. 
    <xfer_basepath> 

    Specify the location of the xfer folder created previously.

    For example: C:\Program Files\Apache Software Foundation\Tomcat7.0\webapps\eschat\xfer

    <xfer_baseurl>

    Specify the IP address of the server where Apache Tomcat and the xfer folder is located.

    For example: http://192.168.101.22:8080/eschat/xfer.

    <xfer_allow_client_upload>

    Specify whether you want the end user and the support agent to transfer files to each other.

    • True (default value)—If you want to allow both: end user and support agent to transfer files to each other. 

    • False—If you want the support agent to be able to transfer files to the end user, but you do not want the end user to be able to transfer files to the support agent.

    <xfer_max_attachment_size>

    Specify the maximum file size of an attachment.

    For example: 1000K

    <xfer_allow_client_executables> Specify whether you want to allow end users to transfer executable files.
    • True —If you want to allow end users to transfer executable files.  

    • False (default value)—If you do not want to allow the end users to transfer executable files.

  7. Set the status to Enabled
  8. Click Save.

To add new MIME types of the transferred files

To transfer files in their native format, you must define the appropriate MIME type. If you do not define a MIME type, the file is compressed as a ZIP archive and the ZIP file is sent.

 In the %tomcat%/conf/web.xml file, add the following code into the <web-app> tag.

<mime-mapping>        
  <extension>xlsx</extension>
  <mime-type>application/vnd.openxmlformats-officedocument.spreadsheetml.sheet</mime-type>
</mime-mapping>
<mime-mapping>
  <extension>xls</extension>
  <mime-type>application/vnd.ms-excel</mime-type>
</mime-mapping>
<mime-mapping>
  <extension>docx</extension>
  <mime-type>application/vnd.openxmlformats-officedocument.wordprocessingml.document</mime-type>
</mime-mapping>
<mime-mapping>
  <extension>doc</extension>
  <mime-type>application/msword</mime-type>
</mime-mapping>

Use the same example to add any other file extension that is required.

Restart the Tomcat server.

Note

Perform these steps on each mid-tier node.

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